Call centres require a call management system such as a PBX (Private Branch Exchange), which is a private telephone network used within a company or organisation.

VoIP can also be more efficient for the agents using computer-based systems as the computer telephony integration software can interact with both analog and VoIP telephony.

• Inbound and outbound call statistics with alerts for KPI
• Mobility – Can answer the phone no matter where you are.
• IVR – Can direct customers to the correct person/department
• Call Queuing
• CRM Integration – Will integrate with most web based CRM’s