InboundContact Centre
Transform your customer service operations with enterprise-grade inbound contact centre capabilities. Handle customer inquiries efficiently with intelligent routing, advanced queue management, and comprehensive analytics, all powered by Canada's most reliable cloud platform.
Supervisor &Management Tools
Comprehensive monitoring, coaching, and quality management tools designed to help achieve peak performance and exceptional customer service delivery.
Call Monitoring (Spy)
Silently monitor agent calls in real-time without customer or agent awareness. Listen to both sides of conversation for quality assurance and training.
Agent Coaching (Whisper)
Provide real-time guidance to agents during calls through whisper mode. Only the agent can hear supervisor coaching while customer remains unaware.
Call Barge-In
Join active calls as a three-way conference when immediate intervention is needed. Take control of difficult situations or provide expert assistance.
Silent Monitoring Suite
Comprehensive monitoring tools with call recording, screen capture, and detailed interaction logs for complete quality management.
Agent ProductivityEnhancement
Streamline agent workflows with intelligent automation and comprehensive tools designed to help maximize productivity and customer satisfaction.
Auto Answer
Automatic call answering for agents with configurable delay settings. Optimise talk time and reduce manual call handling for improved efficiency.
Queue-Specific Dispositions
Customisable disposition codes per queue with mandatory fields, sub-categories, and automated workflow triggers based on call outcomes.
Follow-up Scheduling
Integrated calendar system for scheduling callbacks, appointments, and follow-up actions with automated reminders and escalation procedures.
Advanced Call Notes
Rich text note-taking with templates, automatic timestamps, customer history integration, and searchable knowledge base functionality.
Powerful Features forExceptional Service
Everything you need to deliver outstanding customer experiences, from intelligent routing to comprehensive analytics.
Intelligent Call Routing
Route calls to the right agent based on skills, availability, and customer priority. Typically reduce wait times and improve first-call resolution rates.
Queue Management
Advanced queue management with priority levels, callback options, and real-time monitoring. Keep customers informed and agents efficient.
Real-time Analytics
Comprehensive dashboards with real-time metrics, historical reports, and performance insights to optimise your contact centre operations.
Service Level Objectives
Monitor and maintain service level objectives with automated alerts, escalation procedures, and performance tracking tools.
Compliance & Recording
Built-in call recording, compliance tools, and audit trails to meet regulatory requirements and maintain quality standards.
Auto-Attendant & IVR
Sophisticated interactive voice response systems to handle routine inquiries and route complex issues to the right department.
Seamless CRMIntegration
Work within your existing CRM with our embedded softphone or leverage our premium native integrations for the most popular business platforms.
Embedded Agent View
Integrate contact centre functionality directly into any CRM or business application with our lightweight, embeddable softphone widget.
Embedded Softphone
Lightweight, embeddable softphone widget that integrates directly into any CRM or business application with minimal development effort.
API-First Integration
RESTful APIs and webhooks for custom integrations, allowing developers to embed contact center functionality into existing workflows. View our comprehensive API documentation at https://qvoice.net/tmp/goportalbackend/master.html
Single Sign-On (SSO)
Seamless authentication integration with existing identity management systems, eliminating the need for separate login credentials.
Unified Interface
Agents work within their familiar CRM environment while accessing full contact center capabilities without switching applications.
Quick Integration Benefits
Premium NativeIntegrations
Deep, native integrations with leading CRM platforms for seamless data synchronization and enhanced productivity.
Salesforce
Native integration with automatic screen pop, call logging, and activity tracking
Zoho CRM
Seamless integration with complete customer data synchronization
Zendesk
Unified customer service platform with ticket integration
HubSpot
Complete sales and marketing platform integration
Odoo
ERP integration for comprehensive business management
Need a Custom Integration?
Our integration team can build custom connectors for your specific CRM or business platform.
Advanced Contact CentreCapabilities
Enterprise-grade features designed to help maximise agent productivity, improve customer satisfaction, and provide deep operational insights.
Skills-Based Routing
Automatically route calls to agents with the right skills and expertise. Support for multiple skill levels, language preferences, and specialised knowledge areas.
Multi-Level Dispositions
Comprehensive call outcome tracking with customisable disposition codes, sub-categories, and follow-up actions for detailed reporting and workflow automation.
Agent States Management
Real-time agent state tracking including Available, Busy, Wrap-up, Break, Training, and custom states with automatic time tracking and productivity metrics.
Agent Dashboard View
Intuitive agent interface with customer information, call controls, disposition options, knowledge base access, and performance metrics in one unified view.
Supervisor Monitoring
Real-time supervisor dashboard with agent monitoring, queue status, performance metrics, coaching tools, and the ability to assist agents during calls.
Administrative Control
Comprehensive admin panel for system configuration, user management, routing rules, reporting setup, and integration management with role-based access.
Advanced Analytics
Detailed dashboards with real-time and historical reporting, customisable KPIs, trend analysis, forecasting, and automated report scheduling.
CRM Screen Pop
Automatic customer record display when calls arrive, with full CRM integration, call history, previous interactions, and customer journey tracking.
Complete Tier 1Feature Set
All the essential contact centre features you expect, plus advanced capabilities that set QVOICE apart from traditional solutions.
Call Management
Agent Tools
Customer Experience
Reporting & Analytics
Drive Results withProven Performance
Join thousands of businesses worldwide who trust QVOICE to deliver exceptional customer experiences and drive measurable results.
Ready to Transform YourCustomer Service?
Start your free trial today and see how QVOICE can revolutionize your inbound contact centre operations in just minutes.