3CX Call Center Module Overview

The 3CX Call Center Module is a feature rich upgrade for the Windows-based phone system 3CX. There is no extra software to install; simply upgrade your existing license key to unlock a wealth of call center features.

Every 3CX license sold should include the 3CX Call Center Module if you want your customers to fully leverage their 3CX system.

Customer service is paramount to any business model. No business can truely afford to lose calls or keep customers that need attention boiling in inefficient queues. The 3CX Call Center Module delivers enterprise call center features at a small business price.

With the 3CX Call Center Module, your 3CX customers can

• Empower callers to control aspects of their call
• Employ strategies to effectively distribute incomming calls throughout their available agents
• Utilize Call Center Module tools to manage and train their agents

The 3CX Call Center Module prioritizes the user experience by allowing customers to easily opt out of a recorded call with a simple keypad press – there are no hoops to jump through. Callers can also choose the call back option if they cannot wait on the line. Customers who hang up before reaching an agent retain their position in the queue, and get called back when an agent is available. Supervisors receive email notifications to ensure that the call backs are handled promptly.

The effective distribution of calls among available agents is a common logistical problem in call centers, but has applications in any business environment when more than one simultaneous call is received. Users of the 3CX Call Center Module can employ queue strategies such as round robin, longest waiting, least talk time, fewest answered, and random or prioritized hunt by threes. The 3CX Call Center Module also offers a special number for a priority queue. By utilizing the priority queue line, callers with business critical applications can be expedited.

Queue strategies improve the user experience by reducing hold times across the board, while drastically reducing missed calls. After the call has been routed and taken, the agent will have tasks to perform before they can take the next call. The 3CX Call Center Module has a configurable wrap-up time before the agent is eligible for the next call to facilitate post-call tasks.

Managers at facilities with the 3CX Call Center Module have an aresenal of tools at their disposal to monitor calls and mentor agents, truely helping their employees to learn and grow. Real time queue & agent statistics show the queue, active callers, the agent with the longest wait time, the average agent wait time, alerts on abandoned calls, and SLA notifications. The SLA notifications help your customers to deliver on their SLA promises with alerts on calls that exceed wait time, notifications from the server event log, the ability to configure email alerts, and SLA statistics in web reports.

Web Reports within the 3CX Call Center Module are rich with options. Managers with the 3CX Call Center Module at their disposal can choose to display detailed queue statistics, call distribution statistics, team statistics, abandoned calls, SLA statistics, call back statistics, andagent statistics. The 3CX Call Center Module also features HTML editable wallboards, to display on a large screen with key call stats. Supervisors have the ability to Listen In, Listen & Whisper, and Barge In to calls made on 3CX with the Call Center Module. These features are excellent for training as well as QA. Any of these features can also be employed with an external agent working in a remote office connected via a bridge.

Using the 3CX Call Center Module, your customers will be able to deliver a superior experience to their callers, increase their profitability through increased agent productivity, and encourage repeat business by delivering superb customer service to new and existing customers. When your customers are successful, you are successful. Selling 3CX Call Center Modules is a win-win all around.

Contact your 888VoIP Sales Rep for more information on the 3CX Call Center Module!