Vive CONTACT CENTER

Refined, nuanced customer service

Your intelligent cloud contact center with seamless connectivity via the Vive Business Phone Service.

Interactive Voice Response (IVR)

Automatically answer incoming calls, prompt users to select options from a voice menu, and route the call to the appropriate recipient.

Cutomized Dashboards

View and manage various aspects of your VoIP system, such as call logs, call queues, and voicemail, in a personalized and user-friendly interface.

CRM Integration

Seamlessly integrate your VoIP system with your customer relationship management (CRM) software, access customer information, call logs, and other data from a single interface.

Real-Time Metrics

Monitor and analyze various aspects of your VoIP system, such as call volume, call quality, and network performance, in real-time.

All the features you need and more.

Your all-in-one virtual call center.

ALL THE FEATURES YOU NEED

Choose your channel

Boost customer satisfaction and save money with our multi-channel communication feature, that enables customers to reach you through voice, email, chat, and SMS. On average, businesses save up to 30% on support costs while increasing customer retention by 20%.
  • Voice
  • SMS
  • Web Chat
  • eMail

Web Based UX

Experience the convenience and flexibility of making and receiving crystal-clear voice and video calls directly from your web browser with our top-of-the-line web-based VoIP solution.

Screen Pop

Our screen pop automatically displays customer information on your computer screen as soon as their call comes in, allowing you to provide lightning-fast and personalized assistance.

Instant Messaging

With instant messaging, your team can easily share information, documents, and ideas in a fraction of the time it takes with traditional methods.

E-Fax

Effortlessly send and receive faxes without the need for a physical fax machine with our VoIP eFax solution, a cost-effective and efficient way to communicate with your clients and partners.

Advanced Voicemail

Upgrade your voicemail game with our advanced VoIP voicemail features, such as personal greetings, call routing, email notifications, and more, giving you a professional edge.

Dashboards & Reporting

Gain valuable insights and improve your decision-making using real-time data on call volume, agent performance, and customer interactions, allowing you to optimize your communication strategy and boost your business efficiency.

Canned Responses

Enable contact center agents to quickly and easily access and use pre-written responses to common customer inquiries, reducing handle time and increasing the speed of service.

Call Dispositions

Categorize and track the outcome of each call, providing valuable data for training, analysis and performance improvement.

Chat Bots

Chat bots can increase customer satisfaction and save time and resources for your business by providing 24/7 availability and automating repetitive tasks.

Speed things up with intelligent virtual
agents (IVA).

Handle high call volumes with self-service interactive voice response (IVR) and let IVAs manage the routine things, so that your live agents can take the calls that need a more human touch. Assign repetitive tasks to IVAs and reduce costs. Let IVAs solve problems quickly with self-service. Stay in compliance with IVAs handling sensitive data.

Skills Based Routing

Maximize efficiency and customer satisfaction with our VoIP skills-based routing feature that directs calls to the right agent based on their skills and availability, ensuring that every call is handled by the best-suited agent for the task.

Queue Actions / Rules

Efficiently manage high-volume call traffic and improve customer experience with our VoIP call queuing and routing capabilities, which ensure that calls are directed to the most appropriate agent based on skills, availability and predefined business rules.

SMS Keyword Responder

Unlock the power of SMS marketing and improve customer engagement with our SMS Keyword Responder, a feature that allows businesses to create automated text message responses to specific keywords, making it easy to provide information, promote products, and more.

Contact Center FAQ’s ⁉️

What is a VoIP contact center?

A VoIP contact center is a powerful system that enables businesses to seamlessly connect with customers using their preferred channel of communication.

Whether it’s through phone, email, chat or social media, the system allows businesses to connect with potential customers in real-time.

Furthermore, the advanced call routing and queuing capabilities make it easy to ensure that calls are directed to the appropriate agent based on factors such as skill level, availability, and language preference.

Additionally, the ability to integrate with other business applications such as CRM systems allows for increased flexibility and cost savings, ultimately leading to an improved customer experience.

How does a VoIP contact center work?

By utilizing internet connectivity, a VoIP contact center transmits voice calls to connect businesses with customers seamlessly.

This allows for increased flexibility and cost savings while providing advanced call routing and queuing capabilities.

What are the benefits of using a VoIP contact center?

Using a VoIP contact center offers a range of benefits, such as lower call costs, increased scalability, advanced call routing and queuing capabilities, and the ability to integrate with other business applications.

All these factors contribute to an improved customer experience.

Can I use my existing phone number with a VoIP contact center?

Yes, it is possible to use your existing phone number with a VoIP contact center. This is known as number porting.

How does a VoIP contact center handle call routing and queuing?

Advanced software powers call routing and queuing in a VoIP contact center, directing calls to the appropriate agent based on factors such as skill level, availability, and language preference.

This ensures that customers are connected with the best-suited agent for their needs, resulting in an improved customer experience.

Can I integrate a VoIP contact center with my CRM system?

Yes, many VoIP contact centers can be integrated with CRM systems to provide a seamless experience for both agents and customers.

Are there any limits on the number of concurrent calls that can be handled by a VoIP contact center?

The number of concurrent calls that can be handled by a VoIP contact center will depend on the specific system and hardware in use. However, most VoIP contact centers are designed to handle a large volume of calls.

Can I use a VoIP contact center to make outbound calls?

Yes, many VoIP contact centers are equipped with outbound call capabilities, allowing businesses to make proactive calls to customers.

Can I customize a hosted phone system to fit my business needs?

Yes, you can usually customize a hosted phone system to fit your specific business needs. Many hosted phone system providers offer a range of features and services that you can choose from, such as voicemail, call forwarding, conference calling, and more. You can also usually add custom features and integrations through APIs.

Is it possible to record calls made through a VoIP contact center?

Yes, most VoIP contact centers have the capability to record calls for quality assurance and training purposes.

Can I use a VoIP contact center for international calls?

Yes, a VoIP contact center can be used for international calls, as long as the necessary internet connectivity is available.

Free Download

© Copyright 2024 VIVE Communications of North America, Inc. All Rights Reserved. Vive Communications® is a registered trademark of Vive Communications of North America, Inc. All other trademarks are the property of their respective owners

VIVE Communications