Deliver great customer service.

Our highly flexible and feature-rich call center solution delivers great customer service.

Location Independent

Include any user in a call center group, regardless of their location which allows customers to reach a broader set of agents, including agents at different branch locations.

On Demand

Deploy in days, not months. Simply activate and configure the call center. No hardware or software to source, puchase, install and integrate.

Always Available

Our solution provides more resilience and fault tolerance than a premises-based platform. Route inbound calls to alternate locations in the event your physical site becomes unavailable.

Exceedingly Flexible

Our call center solution can meet the needs of large enterprises while allowing the smallest customer to obtain access to features that were previously out of their reach with a range of call routing solutions.

Keeping you connected with high-performance, reliable connectivity on a global scale.

Big Solutions

All businesses, no matter the size.

Take Your Call Center to the Next Level

A single platform with a comprehensive set of features and robust configuration options that meets the needs and service requirements of every customer environment. Free time to manage customer relationships, not your telephone system.

Build

Take advantage of big features that eliminate busy signals, even during busy hours. Handle calls more quickly and efficiently while your business maximizes employee productivity.

Grow

Scale up your call center without replacing the entire system when you need it by enabling and configuring more sophisticated routing functionality and queue management.

Maximize

Combine the functionality of auto attendant, call recording, UCx with Webex client or other features with your call center and build a custom solution that works the way your business works.

Our Call Center Solution At-A-Glance

Call
Distribution
and Routing

Call Distribution

Provide general call distribution (normal users) and queuing or implement advanced call handling with call center agents using multiple criteria to determine agent availability.

Call Routing

Configure policies that dictate how call flow is impacted for your customer when calls are unanswered, stranded or there are too many calls in queue. Provide priority queuing for specific customers.

Alternate Routing

Configure additional policies to determine call flow during definable holidays, evening hours or other times of unavailability.

Greetings
and
Announcements

Entrance Greetings

Greet your customers with an optional and fully configurable message that is placed when they reach your call center.

Comfort Media

Provide continuous comfort messages on a pre-determined loop to let your customer know that their call is valued while they wait in the queue.

Service Announcements

Provide an announcement to your customer with detailed information that indicates an alternate routing scenario is in use.

Agent
Productivity
and Management

Call Presentation

Identify keys elements of the caller quickly and efficiently.

Call Handling

Escalate calls to a supervisor, transfer a caller to another department or conference in an expert.

Management

Silent monitoring of call center agents by call center supervisors.

Highly Capable, Wholly Integrated Call Center

Take a deeper look into the key features that make our call center solution the highly flexible, feature-rich, fully integrated automatic call distribution (ACD) and call center service the solution that your business needs.

  • Fully Interactive – auto attendant can route to different call centers with the best set of agents to support the customer

  • Advanced Queuing – queue calls even when all agents are busy

  • Supervisor Mode – intuitive interface provides greater agent productivity and management oversight

  • Dashboard Visual – real-time agent and queue monitoring

  • Analytical Reporting – real-time and historical data to track key performance indicators

  • Call Recording – record calls and store for a limited time or download and save

Contact NovoLink Today and Take Control of Your Communications.

Lower TCO

Deploy a virtual cloud PBX without the purchase and maintenance of a costly phone system.

Robust Feature Set

Utilize a full range of standard and optional features designed to improve collaboration both internally and externally.

Equipment Selection

Choose from a wide assortment of IP telephone handsets, conference phones, headsets and more.

24/7 Support

Need help? Speak with a NovoLink expert at +1 281-652-4888 or toll free at +1 855-652-4888.