CALL CENTER
FEATURES

solutions for call centers and growing companies

call monitoring in real-time

and easy queue management

...and more

More about Call Center

solutions built for call centers

Overview

Global Telecom Exchange Call Center Solutions

is designed to simplify and enhance call management at the busy call centers and contact centers of any size. Together with the Business and Multi-Tenant Editions, Contact Center enables you to increase efficiency in the workplace and transform the way you conduct business, with each edition supporting specific features maximizing performance, reliability, and expandability.

Give your business all the tools it needs to effectively start and manage inbound call campaigns with detailed statistics, reporting and monitoring. Upgrade to GTE Contact Center, and provide your customers with a consistent and quality experience.

Agent & Supervisor Application

Tie together all of your Call Center GTE communications in a simple interface via gloCOM Agent and Supervisor editions. CC Supervisor enables real-time monitoring of Agents and Queues, tracking agents’ performance and generating comprehensive statistics reports, while the CC Agent edition provides agents with the right tools to maximize productivity, reduces unnecessary interruptions and makes communication with customers more effective.

Dialer

Call Center Edition has a licensed Dialer feature. This feature allows lists of data to be loaded to a database, after which an application runs and dials these numbers based on the algorithm or settings entered by the Administrator. The Agent’s interface of the Dialer displays Agents with specified information regarding each call. Furthermore, this information is customizable through the Administrator login.

Dialer is managed through Campaigns. Every Campaign has lists of Leads and associated Agents (members). A Campaign is in charge of dialing the Leads and connecting them to Agents or any other different Destinations. Same as in Queue, an Administrator has a lot of possibilities to choose how a Campaign will perform dialing and bridging.

Feedback Forms

The feedback forms allow users to create forms, dispositions, or requests to capture additional information and have that information presented whenever users dial records using a dialer through the Campaign or receive calls using inbound queues.

Real-Time Agent Monitoring

Ensure that your call center workforce is effective, successful and consistently delivering outstanding customer service. Use the “Monitor” feature to listen in on an active call and identify problems quickly and while listening use “Whisper” to speak with the agent without the caller knowing, or “Call Barge” to speak with the agent and the caller.

Contact Center Wallboard

Call Center Wallboards provide the information for all your agents in real time. Data is presented in a way that is easier to read and helps measure the call center performance. Wallboards keep Agents informed with all call center activities while allowing them to remain focused on their own tasks.

Unlimited Queues (ACD)

Automatic Call Distribution system helps keep customers on the line by routing incoming calls to the agent with the most suitable skill-set who can address the caller’s needs properly. ACD is a very important component of a call center and communication system. Some of its capabilities include Priority Routing, First In – First Out (FIFO), Queue Call-back, Call Monitor, Call Barging and more.

Recordings

Easily set up call recording for all extensions and access them via a web browser. Improve security, customer satisfaction and raise the quality of your service by playing back and analyzing the call records. To make certain that callers have given their consent, you can set default or custom announcements to be played before recording begins.

Multilingual GUI

Call Center is available in Spanish and French. Now our loyal Spanish and French-speaking users will be able to access PBXware in their native language.

Custom Development

Not every business is the same, and that is why we customize our software to the specific needs of each individual client. If your business needs a certain feature that is not available in the current version of Call Center, our team of highly skilled developers will design and develop the feature in the timeliest manner possible upon your request.

Statistics

Access daily or monthly call statistics with ease. Filter the statistics by the date, caller and callee number. Gain insight into the extensions statistics, such as who and when has made a call, the total and average call time, the number of answered and missed calls and more. Use the graphs to display your call statistics data in a meaningful and easy to understand manner.

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Queue Statistics and Reports

Real-time queue statistics gives you an in-depth insight into agent activity and queue traffic where you have the access to agent’s inbound and outbound calls, missed calls, occupancy, availability, queue inbound answered and unanswered calls, as well as total calls… You can display the reports visually by using a graph or export it as a PDF or CSV file.

Monitor Pages

A Campaigns’ Monitor page allows users to see a full list of all existing Campaigns on the system and access further information regarding important Real-Time data. Users may see a table divided into three main sections Calls, Agents, and Contacts. These three sections are then divided into several subsections for a better organization which makes it completely user-friendly.

Improve Service Quality

With GTE Call Center, you can track call activities in real-time and generate relevant reports that will improve your business productivity. You can generate different types of reports, such as Daily, Monthly and Extension Reports. Each report can additionally be filtered by Datetime Range, Caller, Trunk, Duration and more.

IVR Statistics

IVR statistics report gives you a detailed overview of how your customers are navigating an IVR menu. Currently, you can access three types of report: IVR Calls per Option, IVR Calls, and IVR Calls per Called Number. Each report can be filtered by Date Range, IVR, Called Number, Caller ID, and Destination.

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Use your existing IP Phones

GTE Call Center is compatible with most IP Phones on the market. Use the same extension on multiple devices. Save time for both your IT personnel and your users by using features such as automated provisioning, our busy lamp field (BLF) called BUSYLIGHT, hot desking, and more.

Find a comprehensive list of supported UADs HERE

Headset Support

GTE Call Center works out of the box with over 100 headsets from the industry leading brands. Some headsets from manufacturers such as Jabra and Plantronics offer advanced functionalities – allowing you to answer, hold, mute, or hang up a call using the headset buttons. Setting up and using your headsets is easy. Your clients will be happy, and so will you.

Make calls directly through your CRM

Archive your data in the cloud

GTE integrates with Amazon S3, Google Drive, Dropbox, and FTP. You are able to store voicemail, fax, and call data records automatically and keep them safe in a remote location.

Branding

Make your business stand out with your own branding added to Call Center. All we need are your logo and company colors, and our in-house team will create the complete solution that will help elevate your business to a new level.

Powerful speech to text

GTE’s voicemail system integrates with Google Cloud Speech-to-Text and IBM Watson (STT). Get text transcriptions of your voicemail messages sent to your email.

CallerID lookup

Reduce fraud, increase lead conversions, and improve message deliverability by integrating GTE with external lookup service. Provide a customer or business with a personalized experience – even if it’s their first time calling in.

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Online self-care

Cut down your support cost and create a better experience for your customers with GTE’s online self-care portal. Through the online self-care portal, users can access their personal dashboard and reports, check their voicemails, make changes to Enhanced Services such as Caller ID, Do Not Disturb, Call Forwarding, and more.

Comprehensive Role Based Management

System administrators are able to create groups and users permissions in order to delegate the administration of Call Center. Users are grouped by: Administrator, Site Admin, Operator, Manager, and Other Custom Groups.

Secure voice

GTE Call Center edition greatly increases security by encrypting your calls using TLS (Transport Layer Security) and SRTP (Secure Real-time Transport Protocol) protocols. And to add another layer of security, GTE now supports Let’s Encrypt SSL certificates.

API

Connect your applications to Call Center with the GTE’s simple, powerful, and secure application programming interface (API). You can access Extensions, Trunks, DIDs, Ring Groups, IVRs, and more via HTTP protocol.

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