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The 3CX Call Center module provides professional call center features at an affordable price for small to medium sized businesses

Traditional proprietary PBX's with call centre functionality have proven to be either too expensive or difficult to set up. The 3CX Call Center module changes this as it provides professional call center features at an affordable price, allowing your business to focus on providing the best possible customer service.

Boost your customer care agents productivity by reviewing real time queue and agent statistics. Supervisors can review the number of calls in a queue, how many calls have been answered or unanswered, average and longest wait-times and more.

Improve your customers satisfaction with the Call Back feature. Customers can hang up after a configurable length of time and maintain their position in the queue.

Using the Listen feature, Supervisors have the ability to listen in to calls. The Whisper feature allows the Supervisor to speak directly to an agent, giving them vital feedback whilst on the call and without the customer hearing. The Barge feature allows the Supervisor to enter the call and assist the customer further.

With more detailed call center driven reports, you’re always up to date with how your customer care is developing.

Wrap-up time assigns a configurable amount of time for your employees to carry out any admin tasks or to complete other follow-up tasks.

The SLA alerts feature allows supervisors and managers to be notified when callers have to wait beyond a configurable amount of time.

The Call Center module is a license key only upgrade to 3CX Phone System. Simply purchase the upgrade, and reactivate your 3CX Phone System to instantly activate the call center features.

The below table shows the Business 3CX Call Center licences available. All include 1 year upgrade insurance and new licenses and support and further upgrade insurance can also be purchased via VoIPtalk, just call 0845 004 4040.

Product Edition	Sim Calls	Price
Mini 4SC Call Center Edition (incl. 1 year upgrade insurance)	4	£526.00
Small Business 8SC Call Center Edition (incl. 1 year upgrade insurance)	8	£835.00
Professional 16 SC Call Center Edition (incl. 1 year upgrade insurance)	16	£1282.00
Enterprise 32 SC Call Center Edition (incl. 1 year upgrade insurance)	32	£1901.00
Enterprise 64SC Call Center Edition (incl. 1 year upgrade insurance)	64	£3847.00
Enterprise 128SC Call Center Edition (incl. 1 year upgrade insurance)	128	£6765.00
Enterprise 256SC Call Center Edition (incl. 1 year upgrade insurance)	256	£11630.00
Enterprise 512Sc Call Center Edition (incl. 1 year upgrade insurance)	512	£20917.00

Key 3CX Call Center Features:

Advanced Real time Queue Statistics

• Monitor queue status
• Review the number of callers in a queue

Advanced Agent Statistics

• Log agents in and out of queues
• Time an agent logged in/out of the queue
• Review the number of answered/unanswered calls
• Average and longest wait time and more

Call Back Feature

• Allow your customers to hang up and retain their position in the queue
• The customer is called back when an agent becomes available
• Call back notification emails are sent to the supervisor

Additional Queue Strategies

• Round Robin
• Longest Waiting
• Least Talk Time
• Fewest Answered
• Hunt By Threes - Random
• Hunt By Threes - Prioritized

SLA Alerts

• Supervisors and managers can be notified when callers have to wait beyond a configurable amount of time
• Events are logged in order to meet customer service requirements
• SLA notification emails are sent to the supervisor

Listen in

• Supervisors can screen calls by listening in without the agent and caller knowing about it

Listen and Whisper

• The supervisor may need to relate some important information to the agent without the customer hearing

Barge in

• The supervisor can enter the call and assist the agent and customer

All the above features make it possible for your business to dramatically increase its employees productivity and boost sales at an affordable price.

Need more support? Click on the links below:

3CX Phone System Brochure (PDF)

3CX Support BlogMore Information

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