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FAQ

AGENTS / PHONECALLERS

How do agents interact with their customers or prospects?

PhoneCall users can interact with customers or prospects via an automatic service of emails and text messages. Setup is automatic.

What types of users can be defined?

There are three user roles: Administrator, Supervisor, or Agent (PhoneCaller). There is no limitation, either in the number of users or teams created.

How does PhoneCall manage agent permissions?

PhoneCall allows you to define a number of people roles that are key to managing your team. You can fine-tune access credentials as needed. Any agent account can be deactivated instantly and IP addresses accessing an account can be restricted as needed.

How do I setup a team?

A team consists in a group of supervisory agents working on the same campaign. Their number varies upon campaign needs and objectives. PhoneCall sizes teams automatically based on call volume. Such modularity and scalability is a key component in optimizing campaign results as you save time and money.

How do agents handle a campaign change?

Since campaigns are set up at the team level by a supervisor or an administrator, agents do not interfere at any time when a campaign is subject to change. They keep on with their usual duties.

CALLS

How do I customize outbound calls with PhoneCall?

Call status are fully flexible. You can:

  • Define the next step for any given contact within a campaign
  • Identify a contact for the next campaign, and for the reports
  • Look for any call or contact
  • Benefit from multiple features, such as SMS and automated emails.

What is PhoneCall outbound management?

There is no limitation in number or fields when it comes to contacts with PhoneCall. You can use these contacts in multiple campaigns, either simultaneously or by creating subsequent campaigns that follow each other, in the funnel.

How does the intelligent dialer works?

PhoneCall features includes an intelligent dialer taking into account both the number of agents available and the response rate. Consequently you benefit from shorter and consistent waiting times. Thanks to machine learning, the algorithm automatically adapts to recorded data. With unlimited simultaneous calls, you no longer worry about the lack of capacity. You have the opportunity to profit from a scalable solution matching the growing needs of your campaign. By making calls at a carefully determined pace, PhoneCall’s predictive dialer improves productivity and increases team motivation without overburdening them.

What kind of information is available when initiating a call?

Assisted dialing, or “preview mode” provides the information that is mandatory for your team to serve customers most efficiently. You can view a complete history display of customer-agent interactions and notes, that you can review before dialing. You can also configure it to meet the needs of your team. For instance, choosing between dialing a home, work or cell phone number sometimes guarantees the success of a call.

Does PhoneCall feature a local caller ID?

Yes, PhoneCall allows a local caller ID capability to select the best phone number to display based on the recipient’s area code. You increase connection rates by automatically selecting the best area code and the best phone number to display on the outgoing caller ID. This feature provides a positive effect on the number of transactions completed, instantly.

How does PhoneCall match the recipient's phone number?

When initiating a call, PhoneCall automatically selects a phone number with an area or country code matching the recipient (if possible, based on active phone numbers).

When contacts view a familiar number popping up, they more likely to pick up the phone. Therefore this feature increases connection rates and the overall efficiency of your team.

What are the features of the call logs?

PhoneCall makes it easy to keep an unlimited call history that can be filtered. Call history includes all outgoing and incoming calls made, both by the intelligent dialer or manually.

Is it worth it buying one-click phone numbers with PhoneCall?

PhoneCall gives you the ability to purchase phone numbers in only click. These numbers can be used instantly, and help you to connect quickly with customers in your target markets.

How does PhoneCall handle call recordings?

Audio recordings are available for three years at no additional cost. All recordings are encrypted and stored. In addition, call history remains available anytime throughout your subscription period.

CAMPAIGNS

How does a campaign work with PhoneCall?

A campaign includes a pitch as well as an interface gathering fields and information about call outcomes. All the information filled in allows you to track the path of any call. With PhoneCall you can also set up multiple campaigns at once, or include campaigns inside other campaigns.

Building a script remains simple and user friendly with PhoneCall, as users are guided end-to-end. Script building only requires clicking to select the required elements in a graphic interface, and checking boxes such as yes / no, date, time, etc.

CLIENTS

Who are PhoneCall clients?

PhoneCall clients range from startups to large companies, in areas as diverse as banking and insurance, high-tech, retail or scheduling services.

CLOUD

How do you guarantee quality of service in the Cloud?

The Cloud platform chosen by PhoneCall is robust and reliable. The infrastructure offers a dynamic call router using real-time metrics to cross IP networks. PhoneCall SLA (Service Level Agreement) guarantees 99.95% uptime. In addition, up to 3,200 telephone operators can be connected to local data centers in 7 regions and 5 continents at a time.

What are the security protocols PhoneCall uses in the Cloud?

PhoneCall leverages a multi-layered approach to protect customer data and meet the security requirements of even the most sensitive organizations. PhoneCall relies on industry standards such as SSL / TLS for data transfer and AES-256 data encryption for storage, with additional encryption layers for the more sensitive information.

DATABASE COMPLIANCE

How does PhoneCall follow compliance requirements?

PhoneCall allows to meet file compliance in one-click. This feature is particularly useful in countries such as Canada, France, the United Kingdom, or the United States which have specific regulations. In addition, it is important to highlight that PhoneCall is compliant with the new European General Data Protection Regulation (GDPR).

INTELLIGENT DIALER

What are the different dialing modes?

With the intelligent dialer from PhoneCall, you have several possibilities to make calls using manual, preview, progressive and predictive modes.

How are incoming call handled?

Incoming calls are automatically forwarded to phone numbers of the relevant campaign and sorted out into three categories:

  • Forwarding calls: Incoming calls are automatically forwarded to a specific phone number (or SIP address)
  • Disabled: Incoming calls are rejected with a busy signal
  • Enabled : Incoming calls identified and associated to a campaign contact number are transferred to an agent

INVOICING

How do I get charged with PhoneCall?

You benefit from a full “pay per use’’ model. There is no minimum fee per user.

How do you invoice the time-based model?

PhoneCall invoicing is totally based on consumption. Client’s billing relies only on time used, and there is no minimum fee per user. Rates vary depending on whether the call is made from a landline or a mobile, and on the country of origin (see: Billing grid for more information).

What are the benefits of this billing model versus a more classical method?

“Pay per use” model offered by PhoneCall helps you save money as it does not require any initial investment (subscription, license, hardware), any cost per equipment, or minimum commitment.

INTERNATIONAL NUMBERS

How does PhoneCall support international numbers?

With PhoneCall solution, you can initiate calls from numerous countries (see list *)

  • Afghanistan
  • Albania
  • Algeria
  • American Samoa
  • Andorra
  • Angola
  • Anguilla
  • Antigua and Barbuda
  • Argentina
  • Armenia
  • Aruba
  • Australia
  • Austria
  • Azerbaijan
  • Bahamas
  • Bahrain
  • Bangladesh
  • Barbados
  • Belarus
  • Belgium
  • Belize
  • Benin
  • Bermuda
  • Bhutan
  • Bolivia
  • Bosnia and Herzegovina
  • Botswana
  • Brazil
  • Brunei
  • Bulgaria
  • Burkina Faso
  • Burundi
  • Cambodia
  • Cameroon
  • Cape Verde
  • Cayman Islands
  • Central Africa
  • Chad
  • Chile
  • China
  • Colombia
  • Comoros
  • Congo
  • Costa Rica
  • Croatia
  • Cuba
  • Cyprus
  • Czech Republic
  • Denmark
  • Djibouti
  • Dominica
  • Dominican Republic
  • DR Congo
  • East Timor
  • Ecuador
  • Egypt
  • El Salvador
  • Equatorial Guinea
  • Eritrea
  • Estonia
  • Ethiopia
  • Faroe Islands
  • Fiji
  • Finland
  • France
  • French Guiana
  • French Polynesia
  • Gabon
  • Gambia
  • Georgia
  • Germany
  • Ghana
  • Gibraltar
  • Greece
  • Greenland
  • Grenada
  • Guadeloupe
  • Guam
  • Guatemala
  • Guinea
  • Guinea-Bissau
  • Guyana
  • Haiti
  • Honduras
  • Hong Kong
  • Hungary
  • Iceland
  • India
  • Indonesia
  • Iran
  • Iraq
  • Ireland
  • Israel
  • Italy
  • Ivory Coast
  • Jamaica
  • Japan
  • Jordan
  • Kazakhstan
  • Kenya
  • Korea Dem People’s Rep
  • Korea Republic of
  • Kosovo
  • Kuwait
  • Kyrgyzstan
  • Laos PDR
  • Latvia
  • Lebanon
  • Lesotho
  • Liberia
  • Libya
  • Liechtenstein
  • Lithuania
  • Luxembourg
  • Macau
  • Macedonia
  • Madagascar
  • Malawi
  • Malaysia
  • Maldives
  • Mali
  • Malta
  • Marshall Islands
  • Martinique
  • Mauritania
  • Mauritius
  • Mexico
  • Micronesia
  • Moldova
  • Monaco
  • Mongolia
  • Montenegro
  • Montserrat
  • Morocco
  • Mozambique
  • Myanmar
  • Namibia
  • Nepal
  • Netherlands
  • Netherlands Antilles
  • New Caledonia
  • New Zealand
  • Nicaragua
  • Niger
  • Nigeria
  • Northern Mariana Islands
  • Norway
  • Oman
  • Pakistan
  • Palau
  • Palestinian Territory
  • Panama
  • Papua New Guinea
  • Paraguay
  • Peru
  • Philippines
  • Poland
  • Portugal
  • Puerto Rico
  • Qatar
  • Reunion/Mayotte
  • Romania
  • Russia
  • Rwanda
  • Samoa
  • San Marino
  • Saudi Arabia
  • Senegal
  • Serbia
  • Seychelles
  • Sierra Leone
  • Singapore
  • Sint Maarten
  • Slovakia
  • Slovenia
  • Solomon Islands
  • Somalia
  • South Africa
  • South Sudan
  • Spain
  • Sri Lanka
  • St Kitts and Nevis
  • St Lucia
  • St Pierre and Miquelon
  • St Vincent Grenadines
  • Sudan
  • Suriname
  • Swaziland
  • Sweden
  • Switzerland
  • Syria
  • Taiwan
  • Tajikistan
  • Tanzania
  • Thailand
  • Togo
  • Tonga
  • Trinidad and Tobago
  • Tunisia
  • Turkey
  • Turkmenistan
  • Turks and Caicos Islands
  • Uganda
  • Ukraine
  • United Arab Emirates
  • United Kingdom
  • United States

How can I get local and global numbers?

You can buy international phone numbers and grow your business globally. All you need to do is buy phone numbers in the US and around the world, and setup the local caller ID to automatically use them.

Calling clients, both locally and globally, allows you to expand customer reach and to improve the outcome of your campaigns. Reaching potential clients, both at the local and global level, is a breeze with the right call center solution.

GETTING STARTED

How does the set up work with PhoneCall?

Secured and Cloud-based, PhoneCall is ready for use within minutes, compared to weeks or months in traditional call center infrastructures. PhoneCall requires neither hardware nor software purchasing as it is 100 % in the Cloud.

REPORTING

What types of reports are available with PhoneCall?

PhoneCall helps you generate several kind of reports. Drilling down into the data allows you to better understand a specific aspect of your campaign. As a result, you can easily monitor your campaign and make decision on it. You can also create custom reports from configurable filters and campaign goals.

TEXT TO SPEECH

How does Text To Speech work with PhoneCall solution?

PhoneCall goes further and offers a voice synthesis technology that is incredibly close to the human voice. Simply enter text and PhoneCall will be able to leave voicemail messages to answering machines.

THIRD-PARTY INTEGRATION

How can UI features can be accessed programmatically?

The PhoneCall API (application programming interface) allows any kind of connection with third-party applications, such as Zapier, ZenDesk, SalesForce etc.

Accelerate the digital transformation of your contact center