phone.systems Review

Time-Based And Multi-Zone Call Routing

Time-based and multi-zone call routing is one of the powerful capabilities found in phone.systems. This capability utilizes a feature called time router which automatically routes calls to specific centers, locations, and agents depending on which time of the day or day of the week the calls came in. This feature is very useful for organizations who have employees or agents that may not be available at certain periods of the day or are distributed across different time zones. It is also ideal for organizations that have multiple call centers or contact centers wherein calls coming in during business days and weekdays are handled by separate centers.

Route Calls Based On Caller IDs

Aside from routing calls based on specific times and days, phone.systems can also route calls automatically based on the caller IDs or phone numbers of the customers who are making the calls. For example, when the call originates from a phone number that belongs to a customer located in a specific geographical location, such call can be forwarded to a local sales agent.

Easy Access To Voicemails

phone.systems is equipped with a voicemail inbox called Unified VoiceEmail where agents and employees can easily access all voicemail messages coming from customers. When a caller or customer delivers a voicemail message, this message is automatically forwarded as a voice file attachment to the email address associated with a specific VoiceEmail inbox or mailbox. What’s great about this is that users can access such voicemail inbox from any location, making it easy for them to retrieve voicemail messages anywhere and anytime.

Create Custom Voice Messages

The telephony solution allows users to create their own voice messages which are immediately played back to customers and callers. They can record custom voice messages, upload them into the system, and reuse them anytime they want.

Text-To-Speech Feature

To facilitate the creation of custom voice messages, the advanced telephony solution enables them to convert texts into voice messages. In addition, as they create voice messages using this text-to-speech feature, the data fields in the voice messages are automatically filled out with caller information such as the number used to deliver the voice message and the number used by the customer to call in. With this features, users will be able to play back voice messages that are professional, dynamic, and tailored to different types of callers.

Send Notifications In Real Time

phone.systems can generate notifications in real time, and such notifications are very important to ensure that users are able to keep track of specific events and services are delivered to customers in a timely and appropriate manner. Events are actually the things that are happening throughout the phone system. Users have the freedom to specify which events they want to get notifications for. For example, they can be alerted every time they receive voicemail messages, when colleagues participate in call conferences, or when a fax message is available. They can also define how they want to receive notifications which can be through SMS or email messaging.

Organize And Distribute Higher Volumes Of Calls Using Queues

Call queueing is an advanced feature available in phone.systems. The virtual phone system organizes all incoming calls in queues, and these queues are designed to handle high call volumes. After the incoming calls are placed in a queue, they are automatically routed to the right department and distributed to the appropriate agents. Whether the agents are currently working inside the office, located in remote places, or travelling somewhere else; the phone system makes sure that they are able to connect to the calls routed to them.

Flexible Call Queueing

Furthermore, the call queueing capabilities of phone.systems are flexible in such a way that users can create strategies that define how calls are routed to the agents that are logged into the queue. They can also configure the on-hold music and messages that will be played on queued callers as well as specify how long the callers need to wait in the queue before their calls are logged into the voicemail inbox.

Call Recordings For Evaluation, Training, And Other Purposes

Another advanced feature offered by phone.systems is call recording. Once an agent or employee is done with the call, the details of the recorded conversation are instantly delivered to a dedicated email address as a voice file attachment. A team lead or quality analyst then can quickly retrieve the call recording including its contents so he or she can evaluate whether the agent or employee who handled the call has complied with the procedures and regulations being implemented within their organization. The call recording feature is also very useful for training and legal purposes.

Create Virtual Conference Rooms

With phone.systems, teams can set up virtual conference rooms where they can conduct online meetings, training sessions, and other events. A virtual conference room can accommodate up to 10 attendees which can easily connect to the room via phone call. However, the attendees need to use a valid conference call PIN code in order for them to access the conference room and participate in whatever meeting being conducted through it.

Drag-And-Drop Phone System Management Console

Summing it up, phone.systems ensures that systems administrators, IT professionals, and supervisors are able to completely understand how their entire virtual phone system works. Thus, they should have an easy to access to its features, functionalities, and configurations;  and make sure that each component behaves or operates as they intended.

Because of this, the virtual phone system delivers a web-based phone system management console where users can easily configure their phone system so that it functions based on the specific needs and requirements of their organization. This phone system management console is built with graphical objects and elements that represent the components of the phone system. Designed with an easy-to-use user interface, users simply need to drag and drop objects onto it. As they do this, they will be able to clearly define how each object is connected to each other, thereby establishing logical connections and dependencies.