Call Centres

Smart Queue is a cost-effective virtual call centre.

Call centres are a centralized office used for the purpose of receiving or transmitting a large vollume of requests by telephone.

Call Centres Overview

Call centres are often large offices staffed with representatives who either make or receive phone calls, and could range from a dozen representatives to over 100 agents.

Call Centres – A Closer Look

A call centre is frequently thought of as a large office where a company’s inbound calls are received or a company’s outbound calls are made. However, it can also be a software solution that connects multiple agents who are working from home, handling the same tasks as those in a physical office location.

Call Centre Solutions from AVOXI

AVOXI’s Virtual call centre solution Smart Queue is built on open-source technology and provides the same features and functionality as proprietary call center platforms – at a fraction of the cost.

Some of the features included with call centre solutions are:

  • IVR/Auto Attendant
  • Automatic Call Distribution
  • Call Recording
  • Inbound Call Queues
  • Quality Assurance Input
  • Real Time Monitoring
  • Time of Day Call Routing

The earliest example of a call centre that many have been able to find in the UK is at The Birmingham Press and Mail in 1965, and by the early 1970s PABX systems were beginning to include ACD technology, allowing the development of larger call centres. With the recent rise of technology that allows call centres to be virtual, and agents to go virtual, customer service is constantly improving and evolving.

Call centres provide many benefits to businesses, but perhaps the largest is the enhanced customer service that comes with robust call centre solutions.

Call Center Guide

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