Call and contact centre

Call-centre software keeps customer service dependable

Call-centre software lets team members work from anywhere. With a multichannel contact centre, a company can sell, serve, resolve problems and build customer relationships.

With the 3CX Live Chat & Talk add-on your contact-centre agents can video, call or message website visitors in real time. Make the most of your team’s productivity: with 3CX your people work more efficiently, follow their own progress and keep customer contact worthwhile.

You will never miss a call — advanced contact-centre reporting

Traditional phone systems with call-centre features have proved either too expensive or too hard to administer. 3CX solves that with its call-centre solution. Simple, intuitive management gives you what you need to watch call queues in real time and make sure not a single inbound call is lost.

  • A built-in wallboard for real-time monitoring
  • Detailed reports on the longest waits for an answer and on missed calls
  • SLA and call-back statistics
  • An automatic call-back option when the customer would rather not wait on hold

Advanced queue strategies with real-time statistics and reporting

3CXCloud contact-centre software makes sure you deliver quality service and that your agents keep hitting their targets. Check average and longest wait times, and the shortest talk times, so no customer leaves your call centre unhappy.

  • Agent workday management — start and end of shift, breaks (lunch, rest, after-call work and other pauses)
  • Break reports and durations.
  • Ringing strategies — ring all, last agent who spoke, random and others.
  • Connect to the agent who spoke last

Superior call-centre features

3CX gives you everything you need to review your team’s performance.
Answered calls, missed calls, averages across different measures and much more. 
You can make sure your call or contact centre runs smoothly at any hour.

  • Silent monitoring lets you listen to a call without the caller or the agent knowing (Listen)
  • Coach new agents during a live call with the whisper function (Whisper)
  • Agent struggling with a call? Step into the conversation and help resolve it (Barge In)
  • Conversations with your website visitors (web chat & video call)

CRM / ERP integration

Improve your customer service with a genuinely unified contact centre. 3CX helps people work more efficiently by simplifying communication, and integrates easily with a range of CRM, ERP and accounting systems.

  • Zendesk, Salesforce, Freshdesk, Office 365, Microsoft Dynamics and more…
  • Match inbound calls to customer records automatically
  • Start phone calls with one click from your browser or app
  • Keep customers satisfied by logging every interaction quickly and easily
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