Cloud-based solutions for call centres
- Save on technical support with our user-friendly customer portal and PBX editor.
- Increase productivity with a calling app designed for business.
- Automate your call centre operations by integrating with CRMs, ticketing systems and Microsoft Teams.
- Create custom integrations using our APIs and webhooks.
- Gain access to real-time call analytics through readily available online reports.
Why you need to set up a
call centre with VoIPline
Select a call plan and the number of devices to suit each user’s usage.
Build your call flow with
drag-and-drop PBX editor—no technical skills required.
Leverage advanced
call routing features
to enhance the flexibility and functionality of your phone system.
Communicate with your customers
on any device
with internet access—managing calls and SMS simultaneously.
Order
phone numbers from over 90 countries
or port your existing ones.
Manage high call volumes with ease
- Create multi-level call queue scenarios for efficient call handling.
- Prioritise calls by assigning different levels, ensuring important ones are answered promptly.
- Use queue callbacks during peak times to automatically return customer calls.
- Park calls and retrieve them when needed, avoiding the hassle of keeping them on hold.
Automation and conditions
- Automatically route calls to the nearest office or branch based on the caller’s location.
- Direct calls by time, customising for specific years, months, days, hours, or even minutes in any combination.
- Easily trigger a call flow switch by dialling an internal number.
Coaching and supervising
- Join live calls to guide agents discreetly, or step in to participate when needed.
- Maintain quality standards with call recordings for monitoring and training purposes.
- Get email alerts for specific call scenarios or when an agent declines a queue call.
Discover Call recording
Increased agent productivity
- Change the outgoing caller ID with just two clicks.
- Jump into call queues during peak times and step out when no longer needed.
- Use 'Do not disturb' (DND) mode to send calls to other agents when you're unavailable.
- Integrate your CRM to view caller details, manage deals and tickets, and add call notes in real-time.
Discover Webphone
Discover Integrations
Gain insights with our real-time analytical reports
Stay up-to-date on your call data using ready-to-go analytical reports. Reports can be scheduled to email key stakeholders at regular intervals. You will gain important business insights and uncover trends in real-time on the following key metrics:
- User performance
- Call data segmentation
- Call statistics and metrics
- Advertising campaign efficiency and more
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Phone numbers
in a couple of clicks
Instantly activate or port phone numbers anywhere in Australia, whether it's mobile, toll-free, or shared cost numbers.
Local numbers
Phone numbers of different cities and areas.Virtual mobile numbers
Make and receive calls along with SMS.International numbers
Numbers available in over 90 countries.1800 numbers
Business numbers with free calls for your customers.1300 numbers
Professional numbers with location-based routing.Number porting
Transfer your number from the old provider to us.Enhance caller experience with voiceover productions
AI-generated voice recordings
Generate human-like voices in multiple languages, using AI to transform your text into speech in minutes. Choose from an array of accents to add authenticity to your voice recordings. Preview and fine-tune voice speed, pitch, and tone for precise results.Professional voice recordings
Impress your clients with professionally recorded greetings. We have a range of skilled voice talents to give life to your messages.
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Frequently asked questions
What is a cloud-hosted call centre?
A cloud-hosted call centre enables you to make and receive customer calls without needing on-premises infrastructure.
Your service provider hosts everything in the cloud. You just need a stable internet connection.
Why is a cloud-hosted call centre better than on-site?
- No need to buy, maintain, or update hardware—your service provider handles it, saving you money.
- Easily open new offices or relocate at any time.
- Scale swiftly by purchasing new licences as needed inside the customer portal.
- Access advanced features that are unavailable for on-site call centres including: queue, ring group and user statistics, music on hold, call queue wallboard, queue call back, simultaneous ring to mobile and more.
Can our supervisors receive training to manage the system?
Yes, you can
book a free demo session.
Our customer success team will guide you through the online portal, show you how to set up your call flow, and answer any questions.
What equipment do employees need to work remotely as a call centre operator?
Employees need a stable internet connection and a computer with a web browser or a smartphone. Calls can be made and received
using our Webphone
from any device type and operating system.
Is it possible to track employee performance?
Yes. Our features include:
- A call queue wallboard to monitor real-time statistics, such as callers waiting, agents on calls, average wait times, and the number of answered and missed calls.
- User performance reports to track call activity, including who answers or makes the most calls, call durations, and missed calls on a daily, weekly, or monthly basis.
- Call recordings stored in the cloud or emailed to a specified address, with the caller ID, time, and PBX user information.
Is it possible to manage the schedule of calls for employees?
Yes, the time conditions feature lets you schedule calls for specific time frames. For example, you can route calls to different offices
based on their operating hours.
Can VoIPline support remote or hybrid working models?
Yes. VoIPline supports remote and hybrid working models. Your team can make and receive calls from anywhere with an internet connection,
using desktop, smartphone, or an
IP desk phone.