Product Features
Phone System
IVR
An IVR or phone menu automatically routes callers to the right recipient. An IVR helps create a professional customer experience while increasing agent efficiency.
Business Hours
Add custom business hours to your different phone numbers based on your unique business needs.
Ring Groups
Group your employees by teams based on skills. Choose between simultaneous ring or call cascading.
Call Recording
Better monitor your team’s performance and the quality of your service by recording calls and listening back on them.
Extension Dialing
Every teammate can be easily reached by dialing their unique 3 or 4 digit extension number.
Voicemail
Easily personalize your greetings and leave of absence messages. Listen to your voicemails from your PC, mobile, deskphone or receive them via email.
Cold & Warm Transfer
Agents can choose between cold transfer or warm transfer. Warm transfer allows them to check in with their colleague before transferring the call.
Call Logs
View a complete record of incoming and outgoing phone calls, including the name of the caller, the number or extension dialed, and the time, date, and duration of the call.
Custom Music on Hold
Personalize your greeting and hold music. Easily import a pre-recorded file from your computer and customize your caller experience.
Automatic Provisioning
Plug & play provisioning of all devices including desk phones makes deployments a breeze and reduces overall complexity.
Local & Toll Free Numbers
Instantly access local phone numbers in 50+ countries, allowing customers to call a familiar number at a local rate. Operate in any country without having to open an office.
Call Center
Call Queues
Keep callers on hold until the next teammate is available with advanced call queuing. Select between multiple call distribution systems and leverage advanced options to personalize the on hold experience.
Live Supervisor Console
Make real-time, data driven, decisions with the Live Supervisor Console, providing deep insight into agent performance and tools that allow managers to listen, monitor and intervene phone calls.
Call Monitoring
Call monitoring allows managers to easily coach agents and ensure a great customer experience.
Call Center Analytics
Gauge your team’s performance using Salesforce based pre built dashboards for Sales & Service teams that keep track of your call center KPI’s.
After Call Work
Provide agents a list of tasks to complete before moving to the next call, like setting disposition codes, tags, etc.
Disposition Codes & Notes
Add call summary notes and disposition codes to your call logs to ensure relevant customer information is retained inside Salesforce.
Power Dialer
Encourage agents to power through their dialing sessions using our advanced call lists with deep Salesforce integration.
Team Collaboration
Online Meetings
Up-to 6 participants
Host multiparty conference calls and connect with up-to 6 participants with cloud based video conferencing. Easily invite, kick or mute participants on the fly.
Mobility
Salesforce Integration
Realtime Contact Sync
Real time contact sync between Salesforce and PhoneIQ ensures contact information is up to date and available when agents need it the most. Choose between bidirectional or unidirectional sync.
Workflow Automation
Automate repetitive tasks like call logging, case or task creation. Call recordings, notes and other relevant call information is automatically attached to the corresponding Salesforce activity.
Salesforce Call Routing
Leverage powerful IVR technology that uses Salesforce data to route callers to the right agent based on contact or lead information, cases and opportunities.
Salesforce CTI
Make and take calls, host voice and video meetings, text and much more without ever leaving Salesforce. Leverage powerful call controls to interact with Salesforce while in calls.
Salesforce Dashboards & Reports
Keep track of your call center KPI’s and gauge your team’s performance using Salesforce based pre built dashboards for Sales & Service teams.
Automatic Activity Capture
Automatically capture all customer interactions in Salesforce like phone calls, voicemails and more. Increase agent productivity and keep track of every activity in your CRM.
Managed Screenpop
Select which Salesforce object record you want to show agents during calls. PhoneIQ allows for maximum flexibility, enabling admins to select between profiles, cases, opportunities, accounts and even object creation forms based on different scenarios like inbound or outbound calls to known or unknown numbers.
Call Lists
Kickstart highly productive dialing sessions by seamlessly importing lead, contact or account call lists directly from Salesforce using Salesforce views. Choose between power and preview dialing mode.
High Velocity Sales
PhoneIQ’s fully integrated CTI enables reps to call directly from their work queue, automatically marking call steps as completed when calls are connected. Reps can also import call steps from their cadences into their power dialer to quickly run through their pending calls in minutes.
