VirtualPBX Contact Center Reviews

VirtualPBX Contact Center offers a comprehensive suite of tools to streamline communication, improve customer experience, and empower teams. Focusing on call management, multi-channel support, and real-time analytics, the software has everything users need to manage and optimize their customer interactions effectively.

As a call center software, its most important tool is call handling, and VirtualPBX Contact Center doesn’t leave users wanting more. Agents can rely on intelligent call routing to ensure every caller reaches the right agent or department, reducing wait times and improving satisfaction.

Features like call queuing and parking also allow for the seamless management of high volumes, while callback options keep customers engaged without the frustration of long hold times. Users can also customize these hold times with music or personalized audio.

Administrators have complete control over call flows, enabling them to customize how calls are routed and prioritized. This customizable ‘call tree’ fine-tunes the process to make the software particularly effective.

Supervisors also have access to the calls of every agent, and they can either listen to them or actively participate. This can be to different extents – only the agent hears their instructions, both caller and agent hear the supervisor, or the supervisor can take over the call completely. This tool is particularly handy during training periods, so no call goes wrong.

Other advanced features provided by VirtualPBX Contact Center include:

• Call sentiment.
• Call surveys.
• Contact sync.
• Custom callflow.
• Call monitoring.
• Real-time analytics.
• Messaging.

Monitoring and analytics

VirtualPBX Contact Center provides powerful monitoring and analytics tools that keep users in control of their operations. The real-time dashboard offers a complete overview of team performance, presenting live metrics for the entire contact center or specific departments. However, since the software needs to gather the data as it’s happening, loading the dashboard for the first time can take a while. After that, the data syncs fast and efficiently, allowing supervisors to track data like active call volumes, agent availability, and average wait times.

For deeper insights, users can access customizable reports that provide a detailed look at KPIs. The provider also offers ready-made report templates, making tracking metrics like call resolution rates, peak hours, and customer satisfaction scores easy. These reports can be scheduled and sent automatically, ensuring administrators always have up-to-date information to guide their decisions.

Integrations

Users can benefit from third-party integrations that make VirtualPBX Contact Center highly adaptable to various business needs. With support for CRM platforms like Salesforce, Zendesk, and Zoho, connecting with customer data can be effortless.

These integrations enable click-to-call and automatic data syncing, simplifying workflows and boosting efficiency. Plus, users can embed the call center software into their CRM platform, meaning that calls can be received and processed directly in the CRM software.

VirtualPBX Contact Center has over 6,000 potential integrations thanks to Zapier and different webhooks. This expansive capability covers essential tools like ecommerce platforms, social media, and productivity apps. Users can also create custom integrations via APIs, ensuring the system adapts to unique business requirements and workflows.

Setup

Getting started with VirtualPBX Contact Center is straightforward and stress-free. After a meeting to get a personalized quote, users can create accounts and log in to the dashboard. From there, they can easily configure general settings such as user roles, call routing, and team permissions.

While testing, we found the onboarding session very handy. Users are introduced to the platform through a hands-on demonstration of the tools they’ll use daily. During the call, the provider’s expert team walks users through each step, from setting up call flows to integrating with their favorite CRM tools. The agents can also handle the technical configurations, ensuring the contact center is ready for seamless operation as soon as the call ends.

All interfaces are straightforward, with organized and easy-to-find features. The customizable dashboards give agents and administrators the insights they need without requiring much software knowledge.

Each VirtualPBX Contact Center subscription is tailored to meet users’ individual needs. While there are no fixed plans, prices start at $89 per agent per month, billed annually. From there, users can add extra features and functionalities to create a solution that suits their needs perfectly. This is done by getting a personalized quote from agents.

The subscription includes a free onboarding call, where the contact center team sets everything up to guarantee agents are fully prepared to use the system. While no refunds are available, users benefit from a 90-day transition period. During this time, the company’s experts regularly follow up and resolve troubleshooting issues, ensuring each system operates smoothly.

VirtualPBX Contact Center's dedicated support team ensures every issue is handled with care, providing fast and useful solutions for every user. With 24/7 assistance via phone, email, or live chat, help is just a click away.

For self-troubleshooting, the provider provides a comprehensive knowledge base filled with guides, tips, and an FAQ. Its blog also shares best practices, updates, and industry practices, helping users maximize the platform’s potential.

VirtualPBX Contact Center maintains an active presence on social media, offering another way to connect with its team and stay informed.

Handy tools for agent training and seamless multi-channel integrations ensure that every team member is equipped to deliver exceptional service. The platform’s comprehensive dashboard stands out, providing detailed insights with easy navigation, although users may notice it takes a moment to load.

While the lack of a refund policy might be a drawback, VirtualPBX Contact Center compensates for this with its 90-day transition period and free onboarding call to resolve any issues. With personalized quotes, prices start at $89 per agent per month, billed yearly, for a reliable and flexible solution for businesses of all sizes.