Call Center Solution

Every SME needs a call center solution to

Deliver exceptional customer serviceMaximize agent efficiency

PBX Plus More. It’s More Than A Call Center

Make way for both your internal & external business communications. Yeastar P-Series PBX System tightly integrates call center and unified communications capability to put everything you need on a single, integrated system. With it, utilize the best-in-class automatic routing, effective agent tools, and up-to-the-minute analytics & reports, together with the superior built-in phone system and UC&C functions to impress your customer, empower your agents, and elevate your business.

Automated Call Distribution

Agent & Supervisor Portal

Instant Performance Snapshot

Connect customers with the right agents at the right time. Take advantage of advanced automatic routing, 6 pre-defined ACD queueing (ringing) strategies, customizable IVR options and more features that drive faster call resolution.

Time-based Routing Choice-based Routing with IVR ACD Queuing Simultaneous Call Distribution (Ring All) Fixed-Order Call Distribution (Linear) Rotary Call Distribution (Rrmemory) More in the brochure

Provide all the tools your agents and supervisors needed in one single interface. The dynamic, streamlined Queue Panel makes it easy for you to monitor queue traffic, check & switch agent status, and quickly conduct call operations like transfer, monitor, parking – within drag & drop or a simple click.

Drag & Drop Call Management Visualized Active & Waiting Calls Complete View of Agent Status Real-time Queue Metrics Display Role-based Feature Access Control

Discover up-to-the-minute call center metrics and key performance indicators (KPIs) from the central call center Wallboard. All data are auto-calculated in real-time, daily, weekly, or monthly interval for your in-depth call center monitoring, management & optimization.

17 Key Performance Metrics Real-time Monitoring Flexible Calculation Time Frame Customizable Widgets Multi-screen Display

Better Customer Service Starts Here

Enriched call center functionalities to help you deliver exceptional customer services.

Add self-service options

Combine automated IVR with self-service prompts to let customers help themselves without agent intervention and speed up the call flow.

Customize waiting experience

Proactively serving waiting customers with helpful info – the estimated wait time, queue position, and custom announcement – and providing advanced Queue Callback option.

Fine tune the call flow

Spot queue traffic trends at a glance in Queue Panel and adjust agent staffing and call dispatching in time to boost call center efficiency.

Access agent monitoring

Course-correct agent behaviors easily through whisper coaching, silent monitoring, call barge-in and call recording functionality.

Set SLA for quality assurance

Auto-monitoring your predefined Service Level Agreement (SLA) on Wallboard and receive real-time alerts when it reaches the threshold.

Conduct satisfaction survey

Help your agents grow and improve with actionable insights delivered directly from in-depth post-call surveys and customer satisfaction reports.

Stronger Data,
Easier Management

Get access to 8 advanced call center reports. Easily spot issues and opportunities in your call center with comprehensive view of agent-specific operational metrics, call parameters, and panoramic queue statistics.

You can run targeted analysis of your call center data based on custom timeframe/agent/queue selection, share the real-time or historical reports with your team in graphical, downloadable formats, and schedule reports to be run periodically in the future.

P-Series PBX System Call Center Features and Plans

Premium call center features are only available with P-Series Enterprise Plan and Ultimate Plan subscription.

Time-based Call Routing Interactive Voice Response (IVR) Call Queue Queue Ringing Strategies Self-Service Prompts Music on Hold Custom Announcements In-Queue & Estimated Wait Time Queue Callback

Queue Panel Dynamic & Statistic Agent Agent Login/Logout Agent Pause/Unpause Call Presence (Agent Status) Drag & Drop to Manage Calls Call Monitoring Call Recording Post-Call Surveys

Wallboard Service Level Agreement (SLA) Alerts & Notifications Real-Time Reporting Historical Reports Agent Call Summary Reports Queue Performance Reports Customer Satisfaction Reports More in brochure

Need more details about P-Series PBX?

“PBX Plus More” for elevated SME business communication.

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