Cloud Call Center solution overview

With PortaOne’s solutions, you can deliver the cloud call center service to your customers, equipping them with the necessary tools for efficient call center operations.

As a platform for service management and delivery, PortaSwitch incorporates the essential call center functionality such as call queue, call supervision, call recording, post-call "wrap-up" timer, agent logging in/out, and more. Based on PortaSwitch, you can build a cloud call center solution for small to medium-sized business customers.

Your customers can manage their call center through the Cloud PBX Self-Care Portal: add new agents, configure Automatic Call Distribution (ACD) to ensure that calls are queued and properly distributed between departments and agents, activate additional features like call recording, etc. The portal also includes wallboards where call center managers can monitor active calls, get insights into performance metrics, and more.

Additionally, you can provide your customers with the PortaPhone dialer, offering an alternative to desk phones or any other third-party apps. It enables call center agents to handle calls via their web browser page (with no installation steps required) or via the dedicated mobile app. PortaPhone supports seamless auto-provisioning and automated updates, ensuring a quick and hassle-free call center launch.

If your call center customers require an integration with their CRM system, you can address this need by offering your customers the Go Integrator Pria desktop application (for Windows). This application supports over 200 popular CRMs, providing seamless integration of the customers’ phone system with the CRM of their choice. It enables call center agents to call any CRM contact with one click via an embedded softphone, a deskphone, or Microsoft Teams.

So, your cloud call center solution may consist of the following components:

• PortaSwitch (default option that includes the required minimum)
• PortaSwitch + Cloud PBX Self-Care Portal (basic cloud call center solution)
• PortaSwitch + Cloud PBX Self-Care Portal + PortaPhone (complete “turn-key” solution)
• PortaSwitch + Cloud PBX Self-Care Portal + Go Integrator Pria desktop application (alternative “turn-key” solution with in-depth CRM integration)

PortaSwitch provides a range of essential call center features:

• Auto-attendant – answers incoming calls automatically and provides callers with a menu of options to direct their call to the appropriate department or extension. For example, when a caller dials the company number, they might hear a recorded voice like "Press 1 for sales, press 2 for technical support." You can set a preferred IVR language for auto attendants, extensions, and SIP trunks.
• Call queue – allows holding incoming calls in a queue until an agent becomes available to handle them. Call queues help to manage high call volumes and ensure that no calls are missed or ignored.
  • Post-call "wrap-up" period – call center owners can set a specific period, like 5 minutes, for their agents to focus on after-call tasks before moving to the next call. The agents can use this dedicated time to document call details, schedule follow-up actions, update the client info, etc. For instance, once an agent ends a call, an automatic 5-minute timer starts, making the agent temporarily unavailable for new incoming calls via the hunt group (referred to as "ring group" on the portal). This undistracted period allows agents to fully focus on wrapping up the previous call.
  • Pause receiving calls – agents can pause receiving calls from a call queue, e.g., during breaks, by simply logging out of a corresponding hunt group (referred to as "ring group" on the portal).
  • Call queue exit options – provides callers with alternative options when they are waiting in a call queue, e.g., leave a voicemail.
• Voicemail – enables the callers to leave a voicemail message instead of waiting in the queue until an agent becomes available.
• Call supervision – enables call center supervisors to discreetly monitor agents' performance. They can listen to active calls, guide agents without being heard by clients, or barge in on a call if necessary.
• Call recording – allows recording calls for service quality assurance, training, and compliance purposes.
• Call screening – allows creating rules for handling incoming calls differently within business hours and non-working hours.
• Call parking with automatic retrieval – allows to automatically return a parked call to the agent who parked it if the call is not retrieved within the specified time (by default, 2 minutes).
• Control how call-queue calls are dispatched to busy agents – allows sending incoming calls from the queue to agents even when they are on the phone. This feature can be useful for small businesses with only a few agents to ensure they do not miss calls from prospects.
• Transcription of call recordings – allows to transcribe call recordings via an AI-driven service available through the Add-On Mart and make them available for download.

Your call center customers, as well as your administrators acting on behalf of the customers, can access and modify the call center features supported by PortaSwitch through the self-service portal.

This portal is referred to as Cloud PBX Self-Care Portal in Add-on Mart. To start using this portal as a part of your cloud call center solution:

1. Activate a free trial/paid subscription for the corresponding module in the Add-on Mart
2. Deploy your branded CloudPBX Self-Care Portal

Additionally, you can refer to the dedicated portal documentation.

Within this portal, administrators can effortlessly

• Add new phone lines (extensions) and auto-attendants Admins can import extensions from a CSV file to the portal or download the existing list of extensions.
• Configure ring groups, and call queues

You can offer additional features such as call recording as add-on products, which allows customers to tailor their call center to suit their specific needs and creates extra revenue for you as a service provider.

If you deliver services to business customers over SIP trunk, you can also configure your portal to create active or inactive SIP trunks.

In addition to the features offered by PortaSwitch, the portal provides your customers with essential call center management and monitoring tools:

• Call console – enables call center supervisors to monitor and manage calls in real time. For example, if a supervisor notices that a call has been waiting in the “Sales” queue for 15 minutes, they may choose to handle it themselves instead of waiting for an available agent. Additionally, supervisors have the option to join an active call, providing essential support to a new agent and ensuring that the customer's needs are met properly.
• Customizable wallboard – allows adding a range of widgets to display agent availability (e.g., “idle” or “on call”) and performance metrics such as call volumes, to estimate demand and identify potential bottlenecks. The wallboard also allows the embedding of content from other websites or web applications, such as call scripts, the number, or unresolved issues from the ticketing system.

On the left-side of the portal menu, you can add customized links to external apps, e.g., to the web dialer from which the agents can handle calls.

PortaPhone is a dialer that consists of two applications – the PortaPhone web and the PortaPhone mobile app. PortaPhone supports audio/video calls, push notifications, call features such as call hold and transfer, auto-provisioning and automated updates, and two-factor authentication for secure access.

To offer your branded PortaPhone dialer to your customers as a part of your cloud call center solution:

1. Activate a free trial/paid subscription for the corresponding module in the Add-on Mart
2. Deploy your branded PortaPhone

Go Integrator Pria desktop application allows call center agents to seamlessly interact with the company’s CRM while handling calls. Here are the main application features:

• Caller preview – enables agents to immediately see the caller’s name, company name, and notes from the CRM
• Contact popping – enables agents to open the caller’s contact page in the CRM application in one click
• Click-to-dial – enables call center agents to call a CRM contact with one click
• Activity logging – reflects the history of calls with a client in the CRM

Learn more in the Mondago & PortaOne webinar about the CRM integration capabilities.

To offer the Go Integrator Pria desktop application to your customers, activate a free trial/paid subscription for the corresponding module in the Add-on Mart.