VoIP call center solutions for growing teams
A support or sales team of five to forty agents needs more than a ring group, but not a heavy contact center suite with a six month rollout. Youvoip gives growing teams the call center pieces that matter: queues that hold callers in order, recordings for coaching, live monitoring for team leads and reports that show where calls are lost. It runs on the same phone system as the rest of the company, so one admin console and one bill cover everyone.
Call queues that keep callers informed
On Business and above, a call queue answers every caller, plays hold music and tells them their position and the expected wait. Calls go to the next free agent in order, and the queue can overflow to voicemail or another team after a time you set. Agents answer in the desktop app, the web softphone, the mobile app or a SIP headset phone, from the office or from home.
- Hold music and position announcements.
- Wait time announcements so callers can decide to hold or leave a message.
- Overflow to another queue, a ring group or voicemail to email.
- Business hours and holiday schedules per queue.
Call center VoIP tools for team leads
Team leads on Business can listen in on live calls, whisper to an agent without the caller hearing and barge in when a call needs help. Every call can be recorded automatically, and recordings are searchable by number, agent and date for a full year on Business, with unlimited storage and export on Ultimate. With call recording software coaching is based on real calls, not memory.
Reports that show where calls are lost
Every plan includes a call log with missed calls and answer rate per agent. Business adds dashboards with the busiest hours, wait times, missed call reasons and results per department. Ultimate adds a real-time wall board for the team room, custom reports and scheduled report emails for managers. Details are on call analytics software.
Contact center VoIP that fits your tools
On Business and above, calls connect to HubSpot, Salesforce and Zoho, and contacts sync from Google Workspace or Microsoft 365, so agents see who is calling and calls are logged against the right record. The text messaging service for business lets agents follow up by SMS from the queue number. Ultimate adds an advanced IVR with data dips, which routes callers by their number or account, for example sending priority accounts to a senior team. See the IVR system page.
Wall board, Support queue
- Callers waiting
- 4, longest wait 02:10
- Agents
- 9 signed in, 6 on calls, 2 available, 1 in wrap-up
- Answered today
- 212, missed: 7
- Average wait today
- 00:48
- Busiest hour
- 10:00 to 11:00
- Live call, Dana, 05:31
- monitor, whisper, barge
Build the rest of the call flow
Before a caller reaches the queue, call routing software and the auto attendant sort them by department and time of day. Voicemails left from the queue arrive through voicemail to email. A dedicated support line often uses one of our toll free numbers. Larger contact centers that need SSO, audit logs and an SLA should see enterprise VoIP systems.
Pricing for call center teams
From $19 per user per month, billed yearly. Queues, whisper and barge, texting and CRM integrations start on Business at $29 per user per month billed yearly; the wall board and custom reports are on Ultimate. Compare on VoIP pricing.
VoIP call center questions
Which plan do I need for call queues?
Call queues with hold music, wait time and position announcements are on Business and Ultimate. Essentials uses ring groups instead.
Can supervisors listen to live calls?
Yes, on Business and above. Team leads can monitor a call, whisper to the agent or barge in.
Can agents work from home?
Yes. Agents answer in the desktop app, the web softphone or the mobile app, and each agent has a registered emergency address.
Do you integrate with our CRM?
On Business and above, Youvoip integrates with HubSpot, Salesforce and Zoho, and syncs contacts from Google Workspace and Microsoft 365.
How long are call recordings kept?
90 days on Essentials, one year with search on Business, and unlimited with export on Ultimate.
Give your support team a queue that never loses a caller
Create your account, set up your first queue and invite your agents. Or build the call flow in the demo and simulate a caller first.