Smart queues
Distribute calls to the best available agent with routing strategies, priorities and overflow by schedule or load.
Cloud Contact Center: calls, CRM and Help Desk on one platform.
Solution overview
Queues, agents, live monitoring and reports for your Call Center, with the customer record, tickets and artificial intelligence in the same place. Serve customers by phone, WhatsApp, SMS and Email without switching systems.
Video
See the CRM and Help Desk in one video.
The customer record, tickets and an AI-drafted reply, always approved by a person.
1:14 · See more videos
Everything a Call Center needs, managed by TelHarbor.
From the first call to the supervisor's report: smart routing, live monitoring and metrics to make decisions.
Live monitoring
Real-time wallboard with calls waiting, connected agents, times and service level so you can act instantly.
Professional reports
Metrics by queue and by agent: answered, abandonment, wait time, occupancy, ranking and hourly and daily trends.
Complete service
More than queues: the customer, their history and their cases.
A modern Contact Center does not end when the call ends. These tools work alongside your queues, on the same platform.
CRM
A 360° customer record with calls, messages, deals and appointments. Call with one click and book from the record.
See CRMHelp Desk
Tickets from phone, SMS, WhatsApp and Email, answered on the same channel with measured response times.
See Help DeskArtificial intelligence
The AI Agent handles conversations in natural language, and the Help Desk AI classifies tickets and suggests replies.
See Bot and AI AgentOperator Panel
Supervisors see who is waiting in each queue, move agents and listen, whisper or barge into calls.
See Operator Panel
How it works
From interaction to metric, in four steps.
The same flow handles voice, WhatsApp, SMS and Email, and everything is logged in the customer record.
1. The interaction arrives
A call, WhatsApp, SMS or Email reaches your business and enters the Contact Center flow.
2. IVR, bot or ticket
The menu or bot identifies the reason and routes to the right queue; messages become tickets.
3. The agent responds
With the customer record in view, including their history and open cases.
4. Supervision and measurement
Live wallboard, reports by queue and agent, ticket SLA and customer satisfaction.
For every type of operation
The same platform adapts to inbound, outbound and blended call centers.
Sales and telemarketing
Call campaigns from the CRM, deal follow-up and appointments booked during the call.
Support and service
Queues with IVR, tickets with SLA, replies on the customer's channel and a satisfaction survey.
Collections
Collection queues, list campaigns, backup recording and management reports.
Reception and screening
The Operator Panel to transfer without leaving calls ringing, business hours and voicemail delivered by Email or WhatsApp.
Build or modernize your Contact Center with TelHarbor.
The IP-PBX Enterprise plan already includes Operator Panel, CRM and Help Desk for its 24 users.
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The Contact Center builds on the rest of the TelHarbor platform.
UCaaS
The Unified Communications platform where the Contact Center lives.
View solutionIP phone system
Extensions, IVR and routes for your voice operation.
View serviceSoftphone
Your agents work from desktop or mobile.
View serviceCall Center Solutions
Run a Call Center or BPO? See the solution for your industry.
View solution
FAQ
Frequently asked questions about contact center and call center
What is a cloud Contact Center?
It is a platform to serve customers across several channels (voice, WhatsApp, SMS and Email) with queues, agents, live monitoring and reports, with no servers in your office. A Call Center is the voice-focused version.
Does it support inbound and outbound calls?
Yes. It supports inbound (support, service), outbound (sales, collections, telemarketing) and blended operations, with queues, campaigns and routing strategies for each case.
Does it include CRM and Help Desk?
Yes. The CRM keeps a 360° record of each customer and the Help Desk turns phone, SMS, WhatsApp and Email into tickets. They are included in IP-PBX Enterprise and are also available per agent.
Can I see the operation in real time?
Yes. The wallboard shows calls waiting, connected agents, times and service level live, and the Operator Panel lets supervisors act on the queues.
How do I measure customer satisfaction?
When a ticket is solved, the customer gets a one-question survey on the same channel, and results are shown by agent and by category.
Do agents need physical phones?
Not necessarily. They can work with the TelHarbor Softphone from a computer or mobile, or with IP phones, as you prefer.
See the Contact Center live
Real-time monitor of queues and agents (demo).
Contact Center — Live monitorLIVE
3
Waiting
4
Available
0:18
Avg wait
94%
Service level
Ana G.
Carlos M.
Diego R.
Elena V.
Fabián S.
Gaby L.
Hugo P.
Irene C.
Demo with simulated data. In your account, data is real and live from your PBX.
Related reading
- Contact centers and BPO: how they run on TelHarbor
- IVR system: menus, schedules and routing
- Call Center Reports: the metrics that actually matter
- Call Recording: what it is for and how to use it well
- What is a Contact Center and how it works
- Cloud Contact Center in Costa Rica
- UCaaS vs CCaaS: which one your business needs
- WhatsApp customer service with tickets and response times
See our plans and pricing.
IP-PBX with Operator Panel, CRM and Help Desk, SIP Trunk, SMS, WhatsApp, Email, API and AI Agent, with prices published in US dollars.