Name: Fonvirtual Call Center
Author: Fonvirtual

Call Center Workforce Optimization

Help Desk

Web and Video Conferencing

Customer Support

Chatbot

Flowchart

Development

Career Center

Education

Business Intelligence (BI)

Collaboration

Enterprise Search

Streaming Analytics

Enterprise

Accounting

Accounting and Tax Services

Budgeting and Forecasting

Crypto Accounting

Tax Compliance

Finance and Accounting

Applicant Tracking

Benefits Administration

Corporate Learning Management

Freelance Management

HR Management

Payroll

Recruitment Marketing

Talent Intelligence

Talent Management

Video Interview

Workforce Analytics

Workforce Management

eLearning Content

Human Resources

Application Virtualization

Blade Servers

Cloud Storage

Disaster Recovery

Fraud Detection

IT Professional Services

Identity Verification

Integration Platform as a Service (iPaaS)

Machine Learning

Network Performance Monitoring

Office Migration and Repair

Packet Analyzer

Penetration Testing

Single Sign-On

Vector Databases

Virtual Data Room

Virtual Private Cloud (VPC)

Information Technology

A/B Testing

Ad Serving & Retargeting

All-in-One Marketing

Call Tracking

Click Fraud

Content Management

Customer Success

Digital Content Creation

Email Marketing

Enterprise Marketing Management

Marketing Automation

Referral Marketing

Social Media Management

Survey & Forms Building

URL Shorteners

Video Editing

Web Analytics

Marketing

Project Management

Professional Services

Construction CRM

Customer Relationship Management (CRM)

Revenue Operations

Sales

Interior Design

Inventory Management

Moving Software

PCB Design

Population Health Management

Public Transportation

Retail Execution

Retail Management

Vertical-Specific

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Fonvirtual Call Center is a call center software solution designed to efficiently manage incoming and outgoing calls, chats, and other customer interactions. According to the vendor, this software is suitable for various business sizes, including small to large companies. It caters to a wide range of professions and industries, such as customer service representatives, sales representatives, technical support teams, and contact center managers. It is particularly beneficial for businesses in the retail, e-commerce, healthcare, financial services, and hospitality industries.

## Key Features

**Virtual PBX**: According to the vendor, Fonvirtual Call Center offers a cloud-hosted telephone system that effectively manages incoming and outgoing calls. It can adapt to the changing needs of the company and seamlessly integrates with the company's CRM for efficient communication.

**Call Center Software**: This software efficiently handles all incoming and outgoing calls, chats, WhatsApp messages, and other customer interactions. According to the vendor, it provides multiple communication channels, including voice, video, and messages, and can be accessed through various devices. It also offers automatic outbound call campaigns and can be integrated with Artificial Intelligence for enhanced functionality.

**WebRTC Technology**: Fonvirtual Call Center utilizes WebRTC technology, enabling agents to connect to the software from any device and location. According to the vendor, it supports high-quality voice and video communication without the need for IP phones or installations. Agents can access the software through a browser or mobile app.

**Omnichannel Communication**: According to the vendor, Fonvirtual Call Center allows all communication channels to be managed from a single platform. It offers international calls with local fixed numbers from different countries, making it easier to connect with customers globally. The software also integrates call, chat, and video buttons on websites or apps, facilitating easy customer contact.

**Artificial Intelligence (AI)**: The vendor claims that this software leverages AI to optimize resources and enhance customer interactions. It provides solutions for analyzing and controlling key performance indicators (KPIs) and can identify language, gender, and satisfaction levels of customers for in-depth analysis.

**ACD Cloud Service**: Fonvirtual Call Center efficiently manages call distribution through the cloud-hosted Automatic Call Distributor (ACD). According to the vendor, it intelligently configures schedules and queues to optimize call handling. The software also filters calls and chats based on predefined criteria, ensuring efficient distribution.

**Automatic Outbound Call Campaigns**: According to the vendor, Fonvirtual Call Center offers various automatic dialing modes, including predictive, progressive, and preview, for outbound campaigns. Users can customize schedules, greetings, and call result tagging. Additionally, the software utilizes AI to analyze call language, gender, and satisfaction levels.

**Integrated Internal Communication**: This software enables internal calls, corporate chat, and high-quality videoconferencing. It facilitates seamless communication and file sharing among agents, promoting efficient collaboration. Fonvirtual Call Center also supports broadcasting groups and lists, enhancing team collaboration.

**Supervisor Tools**: According to the vendor, Fonvirtual Call Center provides supervisors with real-time monitoring of call center activity. It offers features such as call transcript, call listening, and log in/out functionalities. Supervisors can also engage in direct chat, whispers, and three-way call participation for effective supervisor-agent interaction.

**Call Recording and Statistics**: Fonvirtual Call Center records all calls for later access and analysis. Users can customize which calls are recorded based on specific criteria, such as agent, frequently calling numbers, or important clients. Real-time statistics on call performance, waiting times, and conversation times are also provided.

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Fonvirtual Call Center

Contact center software allows companies to manage inbound and outbound communications channels at scale.

Contact Center

Fonvirtual

Contact Center Software

Contact center software allows companies to manage inbound and outbound customer communications across a range of channels at scale, and may or may not include call reporting analytics. These channels can include voice (phone), email, fax, VoIP, webchat, video chat, and social media platforms.

Agent dashboard

Enables agents to track and view their individual and team performance.

Validate callers

Authenticates inbound callers with a customer ID.

Outbound response

Allows agents to make outgoing responses via different communication channels (e.g. phone, SMS/text, live chat, messaging apps etc..).

Call forwarding

Forwarding of calls to the appropriate agents.

Click-to-call (CTC)

Warm transfer

Allows current agent to speak with new agent before call is transferred.

Predictive dialing

Dials multiple numbers at once and connects the salesperson if a live speaker answers.

Interactive voice response

Pre-recorded greeting and menu options a customer can select from a telephone keypad.

REST APIs

Open APIs, SDKs, and supporting documentation, that enable businesses to customize and build on the Contact Center platform.

Call scripts

Providing agents with a predefined conversation script.

Call tracking

Enables agents and managers to see the origin of the call.

Multichannel integration

Ability to collect, store, and share customer data across communication channels such as voice (phone), email, fax, SMS/text, video, web chat, and social media

CRM software integration

Allows agents to access aggregated customer information and call history data, enabling them to view a comprehensive history of a customer’s interactions.

Automatic speech recognition (ASR)

Ability to offer speech-enabled IVR that translates callers’ spoken words into text, or ability to integrate with ASP software.

Natural language processing for IVR

Ability to offer conversational chatbots in the IVR.

Communications forecasting

Ability to predict volume based on historic data and/or machine learning, and generate schedules to meet forecasted capacity.

Workforce Optimization (WFO)

Tools that allow managers or team leaders to evaluate and track agent performance.

Inbound call routing

Connecting inbound callers to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.

Omnichannel inbound routing

Connecting inbound communications (coming from a variety of channels) to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.

Recording

Record conversations to improve service quality by evaluating agent-customer interactions.

Quality management

Ability to monitor conversation content, administer evaluations, establish policies etc..

Call analytics

Gathers key performance indicators (KPIs) such as average time in the queue, average call abandonment rate, average handle time (AHT), average speed of answer etc..

Historical reporting

Ability to analyze long-term call patterns and trends such as peak call times and downtimes.

Live reporting

Ability to analyze real-time agent-customer interactions such as how long a caller has in the queue and call script deviation.

Customer surveys

Allows agents to gather post-interaction feedback from customers on the communication channel of their choice.

Customer interaction analytics

The process of taking unstructured interaction data across channels (audio, video, email, text etc..) and formatting it so that it can be searched and categorized based on interaction patterns.

Omnichannel support

Different customer interaction channels that a vendor may or may not offer.

Email

Voice (phone)

VoIP

SMS/Text

Video channel

Live chat channel

Co-browse

Screen-share

Social media channels

Mobile applications

Predictive Analytics

Using artificial intelligence (AI) capabilities such as machine learning and natural language processing to enhance customer experience.

Intelligent call routing

Uses machine learning to connect calls to the correct agents based off previous interaction data.

Chatbots

Machine learning enabled chatbots used to handle more routine or simpler customer requests, freeing up live agents to deal with complex issues.

AI assistance for live agents

AI provided predictive suggestions for live agents based on customer history and real-time interaction.

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Fonvirtual Call Center

Overview

What is Fonvirtual Call Center?