Call center system and customer service hotline
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Call center software - everyone will be able to reach you!
Call center systems are designed to handle incoming calls efficiently. They include a built-in VoIP virtual phone system,
a dynamic and customizable IVR, call queues with callback functionality, and customer identification with full contact history.
Customer identification in CRM
When a customer stored in your CRM calls in, the call center system instantly recognizes them. he customer support software displays their profile along with a complete communication history - including calls, emails, chats, and Facebook Messenger messages. This allows agents to lead personalized conversations, such as:
"Good morning, Mr. Smith. It's great to hear from you again."
It truly works!
It shortens the distance between the company and the customer and helps build strong relationships.
Call evaluation and recording in call center software
Call center systems make it easy to record and evaluate calls. This supports agent performance analysis and helps resolve customer issues more efficiently.
With call recordings, you can assess service quality and employee skills. This feature is also ideal for training and motivating your team.
Callbacks
A missed call is a missed opportunity. Thulium includes features that remind agents to follow up with customers who couldn’t wait on the line. Callbacks shift the responsibility of contact from the customer to the company.
Call queuing
Customers immediately know how long they’ll have to wait to speak with an agent. Even if all consultants are busy, the call won’t be disconnected. You can use this time to share current promotions or other important updates.
Traffic management
With a call center system, you can be sure your customers always reach the right person. Behind the scenes, advanced mechanisms and smart algorithms handle the routing—while you enjoy a user-friendly interface and great customer service.
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As a telecoms operator, we understand how crucial high-quality support is—whether via hotline or live chat. Customer satisfaction can become a strategic way to stand out from the competition.
Tomasz Kowalczyk, Regional Sales Manager, Peoplefone Polska S.A.
IVR - route your customers according to their needs
Customers hear simple, friendly messages like: “To speak with our sales team, press 1” Based on the tone input, the system directs the call to the appropriate department. The IVR tree can be built without any support from your IT team.
Thulium’s IVR system supports both basic and advanced call distribution rules. Advanced routing includes automation features, such as:
- Customers with specific service packages can call outside of standard business hours,
- PIN-based authorization and real-time information from the customer profile (e.g., order status).
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One phone number
Customers don’t want to guess which number to dial when contacting your company. A single VoIP number that allows multiple simultaneous calls has become the industry standard, making communication easier and more efficient. Call center software enables this standard and gives you full control over call handling. With one phone number, you gain access to clear reports showing both incoming and outgoing call statistics.
Thanks to the Thulium call center application, we know how our agents are performing and how long our customers wait on the line - and that’s a top priority in our service strategy.
Łukasz Dybka, Sales Director of E-commerce and Retail Division at Vobis
Efficient agent performance
Call center systems are a powerful tool for optimizing customer service operations. Calls are always routed to the right agents, ensuring balanced workloads and a more productive team. If one agent is busy, the call is automatically directed to another available agent. Call center software helps minimize the risk of losing customers!
