Small and medium businesses have never been in a position to consider call centers an option — until now! No longer are call centers the exclusive domain of telemarketing organizations and large corporations. If your company has a sales and customer support department with high volumes of inbound calls, you can now take advantage of affordable call center capabilities.

With Lanlinx’s call center solutions, small- and medium-sized businesses are now able to benefit from advanced call center features and capabilities. PBXLINX helps your organization increase customer service, reduce costs, and enhance management and reporting.

Increase Customer Service: PBXLINX allows you to distribute calls efficiently and provide better customer service.

• Call Queues manages how calls are prioritized and routed. Create limitless queues and personalize each with audio announcements, music on hold, hold time announcements, limits on wait times and call volumes in the queue. You can also control the time between calls for each agent and more.
• Automatic Call Distribution allows you to automatically route calls to appropriate agents, determine how calls get distributed, and direct callers to different call menus based on the telephone number they call. You can also choose round-robin distribution; ring all; ring agents in order; or ring randomly.
• CRM Integration facilitates efficient customer service in the call center environment and helps sales reps close leads effectively. PBXLINX integrates seamlessly with Outlook and with web-based CRM systems such as SugarCRM, and vTigerCRM. Incoming calls can initiate web searches, CRM lookup, and lookup based on Caller ID, ensuring that agents have full customer information at their fingertips before they answer the phone.

Improve Efficiencies and Reduce Costs: PBXLINX saves your business money while increasing the overall efficiency of your operations.

• Mobility/Distributed Call Centers lower operating costs and enhance productivity. PBXLINX lets you build virtual call centers with remote agents and enables agents to take calls from their cell phones or analog home phones when they are out of the office.
• Operator Panel provides real-time call controls that let you know which agents are on the phone and to whom they are talking. Additionally, calls can be dragged-and-dropped to an agent’s extension, voicemail, or to a personal or company-wide hold area.
• VoIP Ready with PSTN Rollover lets you to move to VoIP with all its cost advantages, while ensuring unbroken connection, in the event of Internet outages.

Enhance Management and Reporting: Call center reporting capabilities gives your sales managers and marketing teams the call reporting information they need to manage properly and make better decisions.

• Real-Time Reports provide accurate, up-to-date information about your call center activity. PBXLINX gives you extensive company-wide reports, including number of callers in your queues; wait times and drop-off rates; agents logged in; agents on calls; and call logs detailing inbound, outbound, queue, and abandoned calls.
• Call Monitoring and Barging enables background call monitoring for training and regulatory purposes. You can also actively barge calls for better customer service and handling of complaints. PBXLINX has permissions built in so that only selected employees can monitor and barge calls.