Hosted VoIP Call Centre
What is a Hosted IP call centre?
A Hosted IP call centre is a VoIP phone system on the cloud. No need to buy special equipment like VoIP servers, gateways, etc. All you need is a stable internet connection and VoIP enabled devices. Exotel will take care of the rest.
How does it work?
Get a Virtual/VoIP phone number
Get an Exophone (virtual number) from Exotel. Direct your customers’ calls to this Exophone.
Customize the call flow using the drag-drop call builder
Personalize the call flow to ensure customers have a great experience. Create an IVR greeting, add voicemail options, set office hours, etc.
Route calls to the agent’s VoIP phone
Route incoming calls to agent’s phones, softphones, or specialized VoIP phones. This can work in an office setting or can support remote working as well.
Features of Exotel’s Hosted VoIP Call Centre
Multi-level IVR (Smart IVR)
Personalize customer communication & automate tasks with Exotel’s smart IVR.
Call Transfers
Transfer calls to the right department/agent within the click of a button.
Conditional call routing
Automatically forward calls based on pre-set conditions.
Auto dialers
Give your agents’ productivity a boost by leveraging automated dialling.
Visual Call Flow Builder
Intuitive, no-code drag-and-drop builder for creating custom call flows.
Device-Agnostic Solution
Use existing infrastructure – mobile phones, desk phones, or desktops to make and receive calls.
Live Agent Dashboard
Track and monitor agents’ activities in real-time.
Well-Documented APIs
Leverage Exotel’s powerful APIs for powering your calls and SMSes.
International Numbers
Use regional numbers from X+ countries for making and receiving calls.
Easy visual drag-drop dashboard
Just drag-drop applets and build your IVR call flow. Don’t wait for developers to code them.
Benefits of Exotel’s Hosted VoIP Call Centre
Cost-Efficient
Since all the calls are routed over the internet, the VoIP calls cost less than the regular mobile phone or landline calls.
Enterprise-Grade Security
When compared to an on-premise setup, our VoIP system is a cloud-based solution and can easily power a remote workforce without compromising on security.
Zero Infrastructure
Unlike the on-prem setups that require an initial hardware setup, our VoIP phone systems are hosted on the cloud, and therefore, require zero infrastructure.
Scalable
Since our VoIP phone systems are hosted on the cloud, it’s easy to add agents as and when your team grows. Therefore, grow your team at will and expand your business without having to worry about infrastructure.
Simple to use
Exotel’s VoIP system comes with a simple and easy-to-use drag&drop type dashboard. You will also get an ability to receive your calls on a desktop, mobile phone, or even a desk phone.
What you need to set up Exotel’s Hosted VoIP Call Centre
A hosted IP call centre eliminates the need for constant maintenance and upkeep. All of that is taken care of by your VoIP provider. It frees up your resource, allowing you to focus on your business. All you require for running a hosted IP call centre is –
1. VoIP-enabled endpoints: These are required to enable VoIP communication. There are different types of VoIP phones:
- VoIP phone: Specialized phones made for VoIP communication.
- Softphone: A softphone is a software installed on a computer/smartphone that allows the device to make and receive VoIP calls. The software installed is called a SIP client and it can be installed on any computer.
- Analogue phone with a VoIP adapter: VoIP adapters enable the use of analogue phones for VoIP communication. This is used when a business already has a PBX infrastructure.
2. Regular Phones: Route calls to both agents’ regular phone numbers and to their softphones. Exotel allows you to terminate VoIP calls to both the PSTN and VoIP devices/phone numbers, increasing flexibility and accessibility.
3. A good internet connection: Since all the calls are made over the internet, it goes without saying that a good internet connection with sufficient bandwidth is required for VoIP calls.
Integrate VoIP telephony with the tools you use
Calls do not have to stand out like a sore thumb. Integrate customer calls with tools like CRM, ERP, Helpdesk software, apps and websites to unify all of your customer information. Our cloud communication solutions support integration with the most popular tools out there.
Easy call tracking and analytics
Improve your product/service using call recordings of your virtual numbers, available in your inbox.
Customer Stories & Resources
How Exotel’s Parallel Ringing feature helps ANAROCK respond to clients in 30 seconds or lesser
FAQs
Asia’s most innovative companies use Exotel
Prateek Jain
The number masking feature has been a very worthy addition to making our customer experience even better.
Shashank ND
We have worked across cloud telephony players and with other vendors, but the fact is Exotel is dependable.
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.
Satish Chugh
Very supportive and understanding staff who have lived up to every expectation, and at times exceeded them too.
The Exotel Advantage
Why Exotel is considered as the most reliable cloud communications company in India and Southeast Asia
Highly Secure
ISO 27001:2013 certified information security management system
Patented Solutions
Gain competitive advantage from patented products
Superior Quality
Best success rates, voice quality and reduced latency
Scale at Ease
Grow at will, expand without worrying about infrastructure
Superior Reliability
Best in class uptimes of 99.94% including operator uptimes
Best Support
24×7 customer support via phone, email and Twitter
Find out how Exotel can work for you. Set up a call.
We take away some of the biggest pain points of traditional systems like EPABX.
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