3CX solutions
Fully Managed Cloud 3CX
Boost your business growth with a fully managed Cloud 3CX System from CommsChannel, experts in delivering top-tier 3CX solutions. Our SIP Trunks, deployed through our Carrier Grade network, SMS functionality and Australian based hosting service provides a one stop shop for all of your 3CX needs. Plus, our in-house 3CX Advanced Certified Engineers will support you throughout the entire build and rollout process for a smooth experience.
SMS & MMS
CommsChannel offers SMS and MMS integration that enables 3CX resellers to provide their clients with the ability to send and receive text messages directly through the 3CX system. Our offering is integrated into the Australian telecoms network including local mobile number rentals, porting and competitive pricing. Bundle with our SIP Trunks and users can call and text on the same number, turning their 3CX client into a virtual mobile phone.
SIP Trunks
CommsChannel SIP Trunking for 3CX offers a range of features and advantages built upon robust infrastructure with diverse tier 1 carrier interconnects providing peace of mind to you and your clients. Our monthly plans include options for Australian and international number hosting and porting. Australian number hosting and call plans include geographic, 13/1300/1800 and virtual mobile numbers.
Hosting
3CX and SIP trunking bundles. Hosted in Australia and fully integrated with our tier 1 carrier infrastructure, available in 2 channel increments, these packages are tailored towards smaller clients where a full hosted instance may be too expensive.
Each bundle includes hosting, unlimited SIP Channels and 3CX Licencing.
A range of professional services including tenant creation or PBX build are available.
3CX SMS and MMS are available as add ons.
3CX Cloud Phone System Features
Call Queues enable calls to be held in line, allowing agents to answer them as they become available. If all agents are busy, incoming calls will wait until someone is free. These queues let you establish various triggers within your 3CX phone system, optimising the customer journey. You can configure settings such as ring time, destination for unanswered calls, hold music, and more. Additionally, you can prioritise calls so that high-priority ones receive greater attention and are automatically fast-tracked to the front of the queue.
The call priority is determined by the options selected by the customer.
Comprehensive call reporting is essential for real-time insights into your contact centre’s performance and understanding customer requirements. With 3CX’s advanced Call Reporting feature, you can utilise detailed reports to make informed decisions, optimise your call centre, enhance agent efficiency, and elevate customer satisfaction
- Assess the performance of individual call center agents.
- Analyze team performance to identify strengths and weaknesses.
- Gain insights into the overall customer experience.
- Implement changes to streamline and improve the customer journey.
The core of omnichannel platforms lies in enhancing the customer journey—specifically, by delivering a seamless experience. For instance, if a client follows up a web chat with a phone call later in the day, the answering agent can access the previous messages and responses. This context enables the agent to assist the customer more effectively, highlighting the numerous benefits of the omnichannel approach.
The 3CX Management Console serves as your central hub for all management needs. You can effortlessly access agents’ call history, recordings, and statistics within a single, localised environment, simplifying your end-of-week reviews! Evaluate your team’s overall performance or narrow your search to individual agents directly within the console.
The management console also provides access to essential information, including emergency numbers, agent extensions, and phone provisioning details.
This provides advanced routing options for your call agents, ensuring that customers receive the best and most efficient service from your team. Features include skills-based routing, caller position announcements, polling strategies, and more.
You can create custom 3CX call flows using user-friendly drag-and-drop functionality, allowing you to build a completely tailored enterprise routing environment.
Managers often find it challenging to track key metrics on the go, which is why 3CX Wallboards are essential for any call centre environment. The 3CX Wallboards monitor various statistics, including the number of busy agents, answered calls, waiting calls, total talk time, callbacks, waiting time, and abandoned calls. These metrics can be displayed on a monitor or large screen, enhancing employee productivity and motivating agents!
In a bustling call centre, customer satisfaction and effective call resolutions are crucial for maintaining business standards, making 3CX Wallboards an ideal solution for your needs.