TRUEPBX is the backbone of efficient and responsive call center operations, delivering all the essential tools you need to manage customer interactions with precision and ease. TRUEPBX is designed to support your call center’s success by optimizing agent performance, enhancing customer experiences, and providing robust analytics.

With TRUEPBX, you gain access to a comprehensive suite of features that empower your call center to operate at peak efficiency. Whether you are handling high call volumes or managing a distributed team of agents, TRUEPBX provides the flexibility and scalability to grow with your business. From advanced call distribution to real-time monitoring, every aspect of the system is engineered to streamline communication and maximize productivity.

TRUEPBX isn’t just a tool; it’s a strategic asset that enables you to maintain control over every facet of your call center operations. The intuitive interface ensures that your team can quickly adapt and make the most of its powerful capabilities, while the cloud-based infrastructure guarantees reliable performance and accessibility from anywhere.

Key Call Center Features:

Advanced Call Distribution

1. • Automatic Call Distribution (ACD): TRUEPBX’s ACD system ensures that incoming calls are intelligently routed to available agents based on predefined criteria. This minimizes wait times and improves customer satisfaction.

Queue Management

1. • Comprehensive Queue Management: TRUEPBX provides extensive queue management features, allowing you to create and manage multiple queues with specific rules and priorities. This ensures that calls are handled efficiently, even during peak times.
   • Customizable Call Queues: Set up queues with tailored settings, such as maximum wait time, caller priority, and overflow handling. Keep customers informed of their position in the queue, estimated wait times, and offer options for callback or voicemail.
   • Queue Callbacks: Give your customers the option to receive a callback instead of waiting on hold, reducing frustration and improving overall service experience.

Realtime Status Monitoring

1. • Real-Time Status: TRUEPBX provides real-time monitoring of call queues and agent activities, allowing supervisors to see at a glance the current state of their call center. View active calls, queue lengths, and agent statuses in real-time, making it easier to manage workloads and respond to issues as they arise.
   • Agent Activity Monitoring: Track individual agent activity throughout the day, including login/logout times, breaks, and call handling times. This feature helps supervisors manage agent productivity and identify areas for improvement.

Using BLF Keys for Queue Management

1. • BLF Key Integration: TRUEPBX allows the use of Busy Lamp Field (BLF) keys to monitor queue statuses and manage agent participation in queues. Agents can pause or unpause themselves from a queue directly from their phone, providing greater flexibility and control over call handling.
   • Queue Pausing/Unpausing: With BLF keys, agents can easily pause or unpause their participation in a queue, helping to manage workload distribution more effectively and ensuring that only available agents are receiving calls.

Supervisor Tools

1. • Whisper, Barge-In, and Monitor: Provide real-time assistance to agents without the customer knowing (Whisper), intervene in calls when necessary (Barge-In), or simply monitor ongoing calls (Monitor) to ensure compliance and performance.
   • Agent Status Management: Manage agent availability with real-time status indicators, and adjust assignments based on queue demands and agent workload.

Detailed Reporting and Analytics

1. • Comprehensive Reporting: Generate detailed reports on queue performance, including metrics like call volume, wait times, and agent efficiency. Use these insights to optimize queue configurations and improve overall call center performance.
   • Wallboard Displays: Provide your team with real-time visibility into key performance indicators (KPIs) using customizable wallboards. Display metrics like active calls, agent availability, and queue status to keep everyone informed and aligned with call center goals.

Call Recording and Compliance

• • Automatic Call Recording: Record every call, or select specific interactions for review. TRUEPBX’s recording feature is essential for training, quality assurance, and compliance with industry regulations.

Easy Retrieval and Storage: Access recorded calls through a user-friendly interface, making it simple to review past interactions, resolve disputes, or audit compliance.

Thought Leadership

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