Voice over Internet Protocol (VoIP) is a technology that enables voice communication over the internet instead of traditional phone lines. With VoIP, analog audio signals are converted into digital data packets and transmitted over internet networks. This allows for cost-effective and efficient voice communication, often providing features like video calls, conferencing, and instant messaging. VoIP services can be accessed through dedicated VoIP phones, computers, or mobile devices. By leveraging the internet, VoIP eliminates the need for traditional telephone infrastructure, offering businesses and individuals a flexible, scalable, and often more affordable solution for voice communication.

Our service is “cloud-based” which means that the core processing equipment and software are located in different data-centres. Many popular and established brands such as Amazon, Google, Salesforce, Microsoft, etc. offer cloud-based systems, because they are more secure, flexible and cost-efficient.

Traditional phone systems are becoming obsolete and limited: it requires additional hardware/support, it involves additional charges for line rental and is based on old technology. With a cloud-based phone system, you only need an Internet connection to manage your business communication. You get very low call rates, free national calls, local or international phone numbers, tons of advanced VoIP features (call queues, voicemail, call transfer, call conference, IVR menu, call recording, etc.), professional 24/7 support and so much more.

Actually, your call quality will be better and clearer than on traditional phones. This is because all the calls made via our system using digital wideband audio, which provides a superior call quality.

Call center software is a powerful tool that centralizes and manages inbound and outbound communications for customer support and sales teams. It allows agents to handle phone calls, messages, emails, and other forms of digital communication from one unified platform, which improves efficiency and productivity. Call center software typically offers features such as call routing, interactive voice response (IVR), real-time analytics, and customer data integration, providing teams with everything they need to streamline customer service processes.

By using New Eureka SL call center software, businesses can deliver a more responsive and personalized experience for customers. It enables agents to access customer data and previous interaction history instantly, making it easier to offer informed and effective support. 

For businesses of all sizes, call center software is essential for scaling operations. Advanced systems also include performance tracking, enabling managers to assess team performance, identify areas for improvement, and maintain high-quality customer interactions. As customer experience becomes a top priority, call center software has become a critical tool for competitive businesses.

A virtual number is a phone number that isn’t tied to a specific physical phone line. Virtual numbers use VoIP technology, allowing businesses to route calls through the internet rather than traditional landlines. This enables calls to be forwarded to multiple devices, such as mobile phones, laptops, or VoIP phones, making it an ideal solution for remote teams or businesses with multiple locations.

Virtual numbers can also be set up with various area codes, allowing businesses to create a local presence in different regions without needing a physical office. This feature is particularly beneficial for companies looking to expand their reach or build trust with customers in specific areas, as a local number can make a business appear more approachable and reliable.

Additionally, virtual numbers offer flexibility in managing call flow. Calls can be routed based on factors like time of day, caller location, or purpose of the call. This allows businesses to ensure that calls are directed to the most suitable agent, enhancing the overall customer experience.

New Eureka SL call center software offers sophisticated call routing options that ensure customers are directed to the appropriate agent quickly and efficiently. Using options like skills-based routing, calls are assigned based on agent expertise, language preferences, or customer segment, maximizing the chances of first-call resolution. This approach not only improves customer satisfaction but also reduces operational costs by minimizing unnecessary call transfers.

New Eureka SL software also supports queue management, allowing calls to be prioritized based on factors such as urgency or customer value. During peak times, the software can offer options like callback requests, which help reduce customer wait times and alleviate pressure on agents.

Interactive Voice Response (IVR) allows customers to navigate through automated menus to reach the correct department or access self-service options. This further enhances efficiency by filtering calls before they reach an agent, ensuring only complex inquiries require direct assistance.