Virtual Call Center Software

#FlattenTheCurve

Enable Remote Working With Virtual Call Center from Exotel

Looking to power your customer facing team during COVID-19? Setup a remote call center for your sales and support teams in just 30 mins.

 

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What is a virtual call center software?

A virtual call center lets you route calls directly to agents’ mobile phones. Instead of a typical setup where agents are chained to their desks, a virtual call center enables agents to work remotely from anywhere, anytime. Since virtual call centers are cloud-based, there’s no need to go through the hassle of setting up expensive and bulky equipment like EPABX systems.

Virtual Call Centre vs Traditional On-Premise Call Centre : Benefits

Advantages of Virtual call center: Route calls to mobile devices

Route calls to mobile

After the initial setup, agents only require a mobile phone to manage both inbound or outbound calls. As calls are routed to the agent’s phone, there’s no dependency on the internet.

Advantages of Virtual call center: Enable remote working

No geographical limitations

With a remote call center, you get the flexibility of hiring agents from any part of the world. It is especially useful if your support relies on people working in different timezones.

Advantages of Virtual call center: Lower setup costs

Lower setup costs

Setting up a virtual call center doesn’t require you to purchase additional hardware or other equipment needed for in-house call center operation. You can set up everything, including agents in a jiffy.

Advantages of Virtual call center: Deliver great voice experiences

Deliver great voice experiences

Since all the calls over the PSTN network, voice quality is independent of the agent’s internet connection. Forget call drops or latency issues due to low bandwidth. No need for setting up a voice logger either.

Advantages of a Virtual call center: Support remote working

Support remote working

Allow your agents to work from anywhere, including their home, a cafe, or while they are traveling. Never face a resource crunch in adverse situations. You also get the flexibility of easily adding and removing agents.

Advantages of a Virtual call center: Overcome the disadvantages of a VPN

Overcome the disadvantages of  a VPN

Forget the challenges (like call drops or inconsistent voice quality) that comes with contact centers powered using a VPN or WebRTC. With Exotel all calls are routed over the PSTN network and is independent of the agent’s internet connection.

How can you move from your traditional setup to a virtual call center?

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1

Add Call Forwarding

Divert all calls from your customer facing number to a hosted virtual number on Exotel.

2

Tailor-make your call flow in the dashboard

Give your customers a pleasant experience by personalizing the call flow.

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3

Direct calls to the right agents

Route calls to agents’ mobile numbers with our smart call-routing feature.

Stock broking is not an easy business to run as it is, but when the environment changes like it has recently, it gets quite challenging. We needed to move to a distributed workforce instantly to continue to serve our customers and Exotel made it really easy to transition.

– Hanan Delvi, Chief of Client Relations

Resources

A remote working guide for sales and support teams

Despite its many benefits, working remotely can be especially challenging for customer-facing teams. Transitioning your support and sales team to a remote working architecture can be a nightmare without the right tools and strategy. We understand that and that’s why we’ve come up with an ebook that’ll help you make the transition easy: both technically and operationally. Read the ebook now!



8 Reasons Why Businesses Need to Set Up a Virtual Call Centre

Gain visibility with a Virtual call center

Gain visibility

Virtual call centers offer in-depth business analytics and reports that give you the visibility and insights required to improve your customer service, thereby helping your business.

Attract and retain talent - Virtual Call Center

Attract and retain talent

Companies allowing remote work have 25% lower employee turnover than those that don’t and 76% of workers would be more willing to stay with their current employer if they could work flexible hours.

Save time & effort with virtual call center software

Save time & effort

Virtual call centers are flexible and you can get your call center up and running in less than an hour. The same goes for any modifications/upgrades; everything is instant and effortless.

Cut costs with virtual call center solution

Cut expenditures

A Global Workplace Analytics report indicates that businesses can save as much as $11,000 per person, per year by allowing them to work from home.

Increase flexibility & control with virtual call center

Increase flexibility & control

Virtual call centers are extremely easy to set up and configure, and you can make changes to the call flow, and delete or modify users on the go.

Enjoy low initial setup cost with virtual call center

Low initial setup cost

Businesses can get started with a virtual call center in less than 10% of the initial setup cost required in case of traditional PBX setup.

Increase productivity with virtual call center

Increase productivity

A Cisco sponsored study found that partially working from home resulted in a 12% increase in productivity.

Eliminate downtime With Exotel’s Virtual call center

Eliminate downtime

With Exotel’s uptimes of 99.5%, you can be rest assured that even if things go wrong, we’ll fix it in minutes.

Benefits of virtual call center software over a traditional PBX system

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Try Virtual call center software free for 15 days

Sign up to get free call & SMS credits

What you get from Exotel’s virtual contact center software

Multi-level IVR

Give your customers a seamless experience every time they call you. No more wasting time on IVR prompts that are not helpful. Personalize, customize, sound professional

Real-time notifications

Missing a call means losing a potential customer or missing the opportunity to solve a customer’s problem. With our call center software India, stay informed about your business calls and serve your customers better. Get notified at the right time.

Unlimited channels

When we started Exotel, we decided never to let a customer miss even a single call due to channel capacity constraints. Have unlimited concurrent calls on the same number.

Call recording

Our call center software allows you to monitor calls and make better business decisions. Helps in training agents, customer dispute resolution and taking data driven business decisions to offer a great customer experience.

Visual drag-drop APIs

With Exotel, you can do anything from creating a simple IVR to complicated call functions using our visual APIs or ‘App Builder’ as we like to call it.

Daily email reports

Know exactly how your team is performing over phone calls. Get a detailed daily report with call statistics for your company and individual agents as well as groups.

Call analytics

Think Google Analytics for your calls with our call center software. Get detailed analytics on all the campaigns you run with information on the status of each call and sms.

Automated calls & sms

You can make automated IVR calls to track marketing ROI, collect customer feedback, confirm COD orders, etc.

Missed call services

Missed call to get a service is a very “Indian” way of doing business. It is also an incredibly useful tool for customers. Ask your clients to give a missed call to a number and customise the response to suit your business.

Conditional call routing

You can route calls based on a lot of conditions like time of the day a customer calls, the geography a customer is calling from or even the customer who is calling.

Customer Success Stories

How Logisure deployed a virtual call center using Exotel

Read More

How Urban Ladder uses Exotel to facilitate remote working

Read More

FAQs

How to get a virtual number?

It's very simple. Get started with our free trial and reach us with your requirements.

 

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How much does Exotel charge for its virtual call center software?

Exotel's virtual call center software is charged based on your requirements and usage. For more details, contact us with your requirements.

 

Contact Us

Can I get a virtual mobile number for sms verification?

No, you cannot get a virtual mobile number for sms verification. However, you can use our OTP feature for sms verification.

Do you provide virtual mobile numbers?

Yes we do provide virtual mobile numbers, but it can only act as a front facing number for incoming calls. The calls are then forwarded to a virtual landline number.

Why do businesses use a virtual number?

Businesses use Exotel's virtual numbers for the following advantages:

1. Provide a better customer experience for your customers.
2. Get a better brand image.
3. Be available even after the business hours.
4. Handle larger call volumes with a lean team.
5. Get call information and other rich data for analytics and training purposes.
6. Scale as you wish and achieve a great level of efficiency.

 

Get VN For Your Business
 

What is a virtual call center software ?

A virtual call center is a customer communication call center that enables its agents to manage both inbound and outbound calls from anywhere in the world (including their own homes), without being chained to their desks or any single geographical location. This is possible because both the inbound and outbound calls can be directly routed to an agent's mobile phone.

Additionally, since the virtual call centers are cloud-based, there’s absolutely no hassle of setting up the expensive and bulky like EPABX systems.

 

Start your 15-day free trial

What is a Virtual Number?

A virtual phone number has no physical phone line associated with it. Think of them as phone numbers with intelligence that can be used to manage calls the way you want.

How is a hosted contact center software different from a traditional PBX or EPABX?

Compared to a traditional PBX system, you pay as per your usage with our cloud telephony platform. This means no more expensive PBX maintenance or upgrades issues. To get started with virtual calling, all you need is a computer and an internet connection.

How does a hosted number work?

With Exotel, hosted phone numbers or Exophones can work in two ways:

1. Get a virtual number and use the system: In this case, the customer signs up for an Exotel account and gets a virtual phone number. Later, he/she creates an IVR flow and publishes the same number as their customer-facing number.
Process: Sign up for an Exotel Account > Log into the system > Get a virtual number > Create an IVR flow > Publish the number on the website

2. Use your existing number and forward calls to the virtual number: Quite often, customers want to keep their personal numbers as the customer-facing number. In such cases, all the calls to your personal number can be forwarded to our virtual number.
Process: Sign up for an Exotel Account > Log into the system > Get a virtual number > Forward all calls from customer-facing number to virtual number > Create an IVR flow > Publish the number on the website.

 

Asia’s most innovative companies use Exotel

Chirag Patel


Exotel's API documentation and implementation process is extremely simple and easy to follow. There were no hassles in setting it up. We use other cloud telephony platforms as well but Exotel gets a big thumbs-up from us for their ease of use.


Engineering Manager, 1mg

Shashank ND


We have worked across cloud telephony players and with other vendors, but the fact is Exotel is dependable.


Co-Founder & CEO, Practo

Prateek Jain


The number masking feature has been a very worthy addition to making our customer experience even better.


Former Associate Director - Driver Experience, Olacabs

Kumar Vinod


We used to use a traditional PBX system before. But that doesn’t have the capabilities of Exotel’s IVR system. So, we decided to use Exotel for our IVR cancellation system.


Senior Manager - Operations, redBus

Rajkishan


Exotel's automated calls have helped in increasing our service levels and reducing our costs since there is no need for any manual intervention.


Senior Manager - Operations and Strategy

Praveen Kumar


Exotel's APIs are very clearly defined. Our tech team could integrate them in no time. It’s easy to incorporate into any product.


Assistant Vice President, Quikr Services

Satish Chugh


Very supportive and understanding staff who have lived up to every expectation, and at times exceeded them too.


Senior Manager- Last Mile Design, Ekart

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The Exotel advantage

Why Exotel is considered as the most reliable cloud communications company in India and Southeast Asia

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Superior quality

Best success rates, voice quality and reduced latency

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Scale at ease

Grow at will, expand without worrying about infrastructure

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Superior reliability

Best in class uptimes of 99.94% including operator uptimes

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Best support

18×7 customer support via phone, email and Twitter

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Simple to implement

Sign up and get started in less than 30 minutes, integrate easily using our REST APIs

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Extensive reporting

Easy to understand, detailed reports sent every day

Know how a virtual call center software can help your business. Set up a call.

We take away some of the biggest pain points of traditional systems like EPABX.

 

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