Phone system Features

International Numbers

Buy local phone numbers across 100+ countries and make it easy for callers to reach you - even if your team work from country away

Number Porting

Effortlessly contactwise allows you to use your existing phone numbers by porting them to Contactwise.

Vanity Phone Numbers

Find vanity phone number to connect better between your brand and customer

Business Hours

Create time zone specific work hours for each team and plan the inbound routing of phone calls accordingly.

Toll-Free Numbers

Instantly create toll-free numbers in your local area code or any country in which your business operates. Provide flexible options for callers so they have the convenience to reach your business any time.

Call Queuing

Create customized call queues. Inbound calls are sorted in call queues based on pre-defined rules and steered to available agents within the right group. Personalized messages are available as well.

Call Recording

ContactWise can automatically make a recording of all calls. Once the call ends, you can listen to it directly from your internet browser anywhere and anytime. Improve customer interactions by monitoring your team’s calls.

Extension

Each user, agent, caller queue or department has their own personalized number or extension. This will allow you to reach anyone in your company or seamlessly route a call to a different agent.

Conference Calls

Improve teamwork with conference calls. You can schedule conference calls easily in a couple of minutes and invite external contacts, e.g. your clients, suppliers, etc.

Virtual Call Center

Find all your numbers and your users in one place, even if they’re all over the globe.

Unlimited Concurrent Calls

Take or place as many calls as you would like simultaneously on the same phone number.

Wiki

Use the wiki to share information about the environment with your team

Security

Reliable and safe operation of your business phone system. Your data are safe with us. All ContactWise data are stored in modern safe data centers with 24/7 monitoring.

Online User Management

You can add new agents into your call center, modify their details and remove agents who no longer work with you. There’s no need to contact us, you can do everything related to agent management yourself, with no hassle.


Routing Features

Workflow Designer

Workflows are a set of instructions that are created using workflow designer and used by routing engine to direct interactions to the appropriate target (play prompt, route to agent, route to another phone number etc).

Automated Call Distribution (ACD)

Automated smart and efficient queue distribution of inbound calls based on all available data to make sure that callers are always directed to the most qualified agent or agent group.

Interactive Voice Response (IVR)

Create your multi-level interactive voice response (IVR) menu to guide the caller through different options and make sure they are always directed to the right department, agent or group of agents and receive relevant information through customized messages.

Preferred Agent

Set a preferred agent for each client so that their calls are always directed to the right person. The customer constantly communicates with the same agent, which makes your customer support more personalized, efficient and pleasant.

Skill-Based Routing

Inbound calls can be automatically routed to a specific agent based on their fit and skills required by the caller. You can easily assign skill levels to your agents.

Caller-Based Routing

Smart routing of inbound calls based on the caller’s phone number with your custom criteria.

Webhooks & API

Connect our phone system to your everyday tools or build a new custom workflow.

Holiday Routing Rules

Create and manage special routing plans to handle incoming calls during holidays. Holiday Routing helps you to plan your call handling in advance

Automated Call Redirection

With our business phone system, your clients will always reach you. ContactWise allows you to automatically redirect incoming calls to a selected phone number each time your agents are busy or unavailable during business hours.

Queues

Queues provide a way to queue-up incoming calls from customers and route calls to the most appropriate agent, typically using the First In, First Out (FIFO) algorithm. When an agent becomes available, the highest-ranked caller in the queue is delivered to that agent and everyone else moves up a rank.

Real-Time Modifications

Modified your system settings at any time, including adding new numbers, new workflow or users in a single click.

Route Points

Route point is an internal number that connects interaction to a destination by processing workflow instructions.

Prompts

Prompts are audio files that provide greetings or informational messages to the customer. IVR (Interactive Voice Response) uses voice prompts to provide caller's with instructions and directions for accessing information via phone

Configuration Settings

Configuration settings are useful collection of configurations,which can be used to handle your interactions. For example, you may configure business hours and call forwarding number here and use it in your workflow


Cloud PBX Features

Click To Call

Dial any phone number on the web with a single click. Make calls instantly to boost your team productivity.

Blind Transfer

Thanks to our Call Transfer feature, you can easily and quickly transfer callers over to another extension, agent or group.

Warm Transfer

Warm Transfer allows you to easily transfer callers over to another agent with having the possibility to speak with them first.

Call Monitoring

Accelerate employee training and boost call quality assurance by monitoring live calls.

Call Whispering

Secretly speak to teammates while they are on a live call so you can provide timely advice.

Barge Into Calls

When monitoring calls, barge in at any point to speak to the callers and the agents simultaneously.

Disposition Codes

Disposition codes allow agents to record interaction outcome after it has ended and are a simple way to keep track of customer interactions. A popular set of disposition codes are 'Issue Resolved', 'Payment Collected', 'Promised to Pay', 'Scheduled follow-up


Reports And Monitoring Features

Call Statistics

Track the performance of your call center. ContactWise is a truly data-based call center analytics software. Complex statistics on calls, agents and call queues all in one place. Make smart decisions based on relevant data.

Real-Time Dashboard

View call queues, agent availability information, and ongoing calls. You can even monitor or barge into ongoing calls anytime.

Call Metrics And Summary

Manage every call by storing call logs, view call lifetime metrics, and keep a tab of all information for every call made or taken.

Status Code

Status Codes allow agents to signal their availability for interactions. A popular set of status codes are 'Lunch', 'Training' and 'Team Meeting'.

After Call Work

Utilize the ‘After Call Work’ feature to ensure your agents are meticulous with their customer conversations and stay overwhelmingly productive

Historical Report

Historical report to analyse the contact center performance, Emotion analytics and sentiment Analytics.

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