Virtual TAS

Virtual TAS is a cloud-based answering service solution provided by Firestream Cloud Solutions Inc. It allows individuals and companies of all sizes to establish their own telephone answering service or virtual call center. According to the vendor, this versatile solution caters to various professions and industries, including medical and healthcare, legal, real estate, service-based businesses, as well as small businesses and startups.

Key Features

Operator Features: The Virtual TAS platform offers operators a user-friendly Operator Panel that can be accessed from anywhere with a computer and high-speed internet connection. According to the vendor, no software installation is necessary as it can be accessed through a web browser like Google Chrome. Operators can benefit from features such as customized popups for each incoming call, the ability to select delivery methods for calls (PUSH, SMS text, email, fax), message delivery confirmation, call recording, and the option to make follow-up notes and calls attached to inbound calls.

Customer Features: Virtual TAS provides convenient mobile apps for iPhone and Android devices, allowing customers to view live operator messages and listen to call recordings (if enabled). Customers have various message delivery options, including email, push notifications to mobile apps, SMS text, and fax. They can also choose from a range of phone number options, such as new local numbers in the US/Canada or 46 other countries, new toll-free numbers in the US/Canada, or the option to port/move their existing number. Additionally, voicemail options are available for limited live answer customers, with the ability to listen to voicemails via email or by dialing into the voicemail system.

Manager/Owner Features: The Virtual TAS platform offers self-service, automated setup of new customer accounts, making it easy for managers and owners to onboard new clients. It provides a range of reports, including call count, call minutes, patched calls, call detail, and outbound detail. Managers can choose between 24/7 live answer hours or limited hours on a per-customer basis. Each customer also receives access to a general voice mailbox for calls outside of live answer hours. The platform allows managers to make customer edits and changes, update customer account notes, modify customer name and contact information, change customer type from standard to healthcare, and create priority queues for high-priority customers. Additionally, the platform offers comprehensive tech support and customer service during regular business hours, with emergency support available 24/7, 365 days a year.

Phone Number Options: Virtual TAS provides customers with a wide range of phone number options, including new local numbers in the US/Canada and 46 other countries, as well as new toll-free numbers in the US/Canada. Customers also have the option to port/move their existing phone number to the Virtual TAS platform.

Failover Calls: In the event of power or internet outages, Virtual TAS offers the ability to failover calls to cell phones or landlines, ensuring uninterrupted service and customer satisfaction.

Batch Sending of Messages: Virtual TAS allows operators to conveniently batch send messages held overnight or over the weekend, streamlining message delivery and improving efficiency.

Patch/Transfer Calls: Operators can easily patch or transfer calls to a 10-digit number or speed dial from the popup screen, ensuring seamless call handling and customer service.

Outbound Calls: Virtual TAS enables operators to make outbound calls tagged to specific customers for reporting purposes directly from the popup screen, enhancing communication and productivity.

Call Queue Management: The platform provides operators with real-time visibility into calls currently in the hold queue, calls answered by other operators, transferred or patched calls, as well as ended calls, facilitating efficient call queue management.

International Numbers: Virtual TAS offers international numbers in 46 countries, allowing businesses to establish a global presence and cater to an international clientele.