3CX IP Call Center System

3CX Call Center Module

Better Customer Service with Superior Call Center / Contact Center Software

3CX Call Center System is the software program for call center which has integrated the equivalent enterprise level properties perfectly, supporting communication task from the small business to large scale enterprise, with Automatic Call Distribution System (ACD) and smart Queue management providing all queue strategies, suitable for efficient-required businesses and expertise service provider.

 

Never Miss a Call – Advanced Contact Center Reporting

Traditional proprietary PBX’s with call center functionality have proven to be either too expensive or difficult to set up. 3CX improves this with 3CX Pro, providing call center management with the information required to monitor call queues in real-time and ensure that not a single call is lost. 

  • Integrated Wallboard for real-time monitoring
  • Detailed reports of longest wait time and abandoned calls
  • SLA and Callback Statistics
  • Call Back option for customers not willing to wait

 

State-of-the-Art Queue Strategies and Real Time Statistics

3CX Contact Center software ensures you provide your customers with quality service, and that your agents always reach their targets. Check the average and longest waiting time as well as the least talk time to guarantee no customer leaves your call center unsatisfied. 

  • Log agents in and out of queues
  • Round Robin
  • Hunt by Threes – Random & Prioritized

 

Advanced Call Center Features Included

3CX Pro provides you with all the tools required to review your agents’ performance at any given time. Answered calls, abandoned calls, average longest waiting time and more are all in easy reach, allowing you to ensure that your call center is running smoothly at any given time. 

  • Listen in allows you to listen to a call without the caller or agent knowing
  • Train new agents during a live call with the whisper function
  • Agents making a mess of a call? Use Barge in to take over

 

Easy Upgrade for More Customers

3CX PRO is an easy “in place” license upgrade that unlocks powerful features to allow your business to run more efficiently. It improves your customer service experience with contact center features as well as advanced reports, CRM integration, inbuilt failover and more. 

  • Manage staff performance with advanced call reports
  • Resolve caller ID to customer records from Exchange, LDAP or ODBC
  • Microsoft Exchange integration
  • Integrated video conferencing for up to 25 participants

 

Improved productivity with CRM, ERP & AIS Integration

3CX PRO integrates with popular CRM systems out of the box. Staff can save time using click-to-call from customer records and customer call history. Management can view staff activity with detailed automatic inbound and outbound calls journalling. 

  • Click-to-Call – Launch calls straight from the CRM application
  • Call Pop-ups – Calls are automatically linked to a customer record
  • Call Journals – All calls are logged as call records in the CRM
  • Integrates with Salesforce, Office 365, Google Contacts and more

 

Call Center Features, Failover, Remote Bridges and More

3CX PRO offers advanced contact and call center technology previously only available to enterprises. Get additional queue strategies and WebRTC web conferencing for free for up to 100 participants at an affordable price. 

  • Customers can hang up and keep their position in the queue
  • Inbuilt Fail Over functionality
  • View the presence of colleagues in remote offices
  • Implement a full blown Contact Center at a fraction of the cost

   Enterprise Contact Center Features :

  • Call Flow Designer
  • Advanced Queue Strategies
  • Advanced Call Reporting
  • Real Time Queue Statistics
  • Queue Reports
  • Barge In / Listen In / Whisper
  • Query Customer Name Based on Caller ID
  • Ability to Use 3CX Clients API
  • Link Company Directory with LDAP / ODBC
  • Sync Phonebook with Microsoft Exchange
  • Real Time Queue Monitoring
  • Wallboard System
  • Switchboard Queue Manager View
  • Call Recordings Search
  • Supervisor can Log Agents In/Out
  • Supports External Agents
  • Callback if queue full
  • CRM Integration / Scripting Interface
  • SLA alerting/reporting

Better Customer Service with Superior Call Center / Contact Center Software


  • 3CX offers advanced call center features for maximum employee productivity and enhanced customer service. With CRM integration, wallboard, reporting, statistics and more, 3CX’s contact center PBX is integrated into the Pro and Enterprise editions, ensuring your employees can work more efficiently, track their progress and provide valuable interactions that your customers will remember.

  • ● Fast & secure - uses latest web technologies
    ● Optimized for Chrome & Firefox
    ● Improved control / CTI of IP Phones using uaCSTA
    ● CTI now also controls 3CX smartphone clients
    ● Web client will be client of choice
    ● Windows and Mac client will be maintained - ideal for use as a softphone.

  • Improved phone control (CTI)
    ○ Supports Cloud AND on premise deployment
    ○ Extensions can be local or remote
    ○ Works with supported deskphones
    and 3CX client for Windows, Mac,
    iOS and Android!
    ○ More reliable using uaCSTA standard
    ● Requires latest firmware and clients -
    easy though with v15!

  • Traditional proprietary PBX’s with call center functionality have proven to be either too expensive or difficult to set up. 3CX improves this with 3CX Pro, providing call center management with the information required to monitor call queues in real-time and ensure that not a single call is lost.

  • 3CX Contact Center software ensures you provide your customers with quality service, and that your agents always reach their targets. Check the average and longest waiting time as well as the least talk time to guarantee no customer leaves your call center unsatisfied.

  • 3CX Pro provides you with all the tools required to review your agents’ performance at any given time. Answered calls, abandoned calls, average longest waiting time and more are all in easy reach, allowing you to ensure that your call center is running smoothly at any given time.

  • The web client integrates video conferencing. Users can easily initiate a web conference directly from the client, without downloading any additional clients or plugins; making the process seamless and effortless. Most importantly, it’s clientless for the remote participants as well. 3CX is the first PBX vendor to include the web conferencing feature free of charge, with no extra licensing or administration, for up to 100 participants.

  • 3CX PRO integrates with popular CRM systems out of the box. Staff can save time using click-to-call from customer records and customer call history. Management can view staff activity with detailed automatic inbound and outbound calls journalling.

  • 3CX PRO offers advanced contact and call center technology previously only available to enterprises. Get additional queue strategies and WebRTC web conferencing for free for up to 25 participants at an affordable price.

  • Save time and enjoy fully integrated communications with the 3CX’s Click to Call extension for Chrome. The plugin enables you to dial numbers directly from your CRM or browser with the 3CX Web Client. With just a click of the mouse, phone numbers from websites, emails and contact lists are automatically transferred to your client, ready for you to call.

  • 3CX’s Click to Call extension, instantly identifies the phone numbers that appear on browsers and CRMs. Users making countless calls everyday will save a significant amount of time by simply clicking on the number to automatically make the call, without having to dial or copy and paste.

  • The Chrome extension automatically identifies all phone numbers on the screen, and can be configured to exclude specified pages as well as filter out local numbers. Users can set parameters such as “Minimum Number Length” to prevent the extension from detecting digits which are not phone numbers.
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