Virtual Call Center Software

Use case

Virtual Call Center Software to Enable Remote Working

Give agents the flexibility of working from anywhere. Setup a remote call center for your sales and support teams in less than 30 mins.

What is a remote or a distributed call center software?

A remote call center software enables agents to manage both inbound and outbound calls from anywhere, including their own homes. Because it’s cloud-based, there’s no need to go through the hassle of setting up bulky equipment like EPABX systems.

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

Add Call Forwarding

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

Tailor-make your call flow in the dashboard

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

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Direct calls to the right agents

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

Advantages of a remote call center

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.

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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.

Lower setup costs

Setting up a virtual call center doesn’t require you purchase additional hardware or other equipment needed for in-house call center operation.

Scalability

Easily add and remove agents depending upon your requirements with just a few clicks.

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Route calls to mobile

After the initial setup, agents only require a mobile and an internet connection to manage calls. All calls are routed to the right agent according to the routing logic.

Case Studies

How Logisure deployed a virtual call center using Exotel

How Urban Ladder uses Exotel to facilitate remote working

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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.