Features

Ensure first call resolutions always—route callers to better-suited agents instantly with the call transfer feature. Deliver better experiences and build better relations.

Instantly transfer calls to better-suited agents. This way, facilitate effective support for queries in the very first interaction, enhance customer satisfaction and build brand loyalty.

Brief colleagues with pertinent customer information before transferring a call to their extension. Hold contextual conversations and elevate customer support experiences.

Boost your outreach efforts by offering a click-to-call button to your agents. Establish instant customer connections and eliminate the effort and time taken to dial.

Ring multiple agent extensions to quicken resolution for every support query. Have lines ring sequentially or at once; define groups for different functions or more.

Attend virtual meetings even on the move by seamlessly flipping (or transferring) calls from one device to another as many times as you want. No interruptions, no call drops.

Allow the same call to ring on multiple devices by linking them to the same agent account. Attend to every client’s query and offer uninterrupted support all day long.

Connect with a large number of people from anywhere in the world via call conferencing. Exchange information quickly and make smart business decisions.

Forward inbound calls to different agents, departments or even devices. Ensure customers receive query resolution, irrespective of where you are or the time of the day.

Block unwanted callers and save your agents’ time. Manage your block list from your online portal and add/remove numbers as required.

Leave no caller unattended—let them leave you a voice message during off-hours or when you are unavailable. Listen to the audio even on the go and revert at your convenience.

Get voicemail messages delivered straight to your inbox. Listen to the recordings in the office or remotely, and get back to customers at your convenience. Never lose a lead.

Receive and send texts, use multiple SMS-enabled numbers, send bulk messages, and get a detailed view of your message history and balance—all on one intuitive interface.

Skip the time and effort of manually typing each SMS. Access ready-to-go message templates for every situation and efficiently communicate with your target audience.

Deliver automated texts like ‘thank you’ or ‘we’ll get back to you shortly’ for missed inbound or outbound calls, and answered incoming and outgoing calls. Show clients you care.

Promote efficiency and productivity by offering your employees a user-friendly portal. Let them track activity, toggle admin settings, define role-based access and more.

Take notes during live calls without switching between tabs or apps and pin them with customer profiles. Jot down follow up activities and never lose important information.

Place live calls on hold to look up customer history, consult a colleague, or transfer the caller to another destination. Play music while they wait or deliver updates.

Call hangup allows your agents to end calls when required. Don’t let unnecessary questions, rude customers or spam callers affect agent performance or satisfaction.

Use the text-to-speech feature to avoid the hassle of manually creating recordings for customer greetings or message-on-hold. Choose an accent and voice of your preference.

No need to remember or manually dial intra-office extensions. Assign specific digits or buttons to office numbers that you call regularly and establish instant connections.

Maintain agent privacy with VoIP-based Direct Inward Dial (DID) numbers. Direct callers to your agents without revealing their identity and enhance employee satisfaction.

Access and import your contacts from any application, such as Google Contacts or other contact management software, onto your Acefone portal without any hassles.

Receive alerts for missed calls instantly via SMSes or have them delivered to your inbox across different devices. Keep track of missed calls, don’t miss out on opportunities.

Pull up customer details such as purchase history, query history, and more while making or receiving calls. Pick up from where they left off in their previous conversation.

Get details like the caller’s name, their interaction and transaction history with your brand even before you answer the call. Have informed and professional conversations.

Simplify internal conversations with an intercom connected to a directory that stores every extension number. Connect team members whenever they want.

Ensure professionalism during support calls by offering agents the option to mute themselves. Keep customers away from internal discussions and background noises.

Offer a multi-level interactive voice menu to callers. In other words, have them help themselves to the right department and resolve basic queries—all without an extra agent.

Let your customers connect with an agent by clicking on a button placed on your Website or softphone app. Nurture better leads, save time, and boost productivity.

Choose from various routing strategies or direct callers to the right agents based on criteria such as time of the day. Eliminate the risk of errors and escalations.

Build better relationships by directing callers to agents they prefer speaking with. It's the simplest way to enhance customer satisfaction and ensure quick resolutions.

Ditch the frustrating on-hold tone or silence that annoy callers while they wait on hold. Play custom music to enhance their waiting experience and reduce call abandonment.

Retain your existing number and clientele even when you port to a different service provider. Local number, business number, or vanity number––we’ll port them all for you.

Eliminate long call queues and ease call traffic by allowing callers to schedule a call back appointment. Enhance customer satisfaction and first call resolution metrics.

Manage bulk calls with absolute ease. Align incoming calls in a queue with Acefone’s call queue feature and route them to available executives on a first-come-first-serve basis.

Make the right first impression with the auto-attendant feature. It serves as a virtual receptionist, greeting your callers and routing them without costing you a fortune.

Low bandwidth? Bad Internet? Don’t worry—our wideband audio codecs prioritise voice packets so that your callers receive high-quality audio wherever they are.

Engage callers with custom audio such as music, and messages while they wait for you to answer their call. Play different sounds for different callers based on predefined rules.

Get detailed call reports after each customer interaction and boost business metrics like average call duration, time on call, first call resolution (FCR), and much more.

Ensure quality interactions by discretely offering verbal advice to your agents during a live support call. Deliver quick query resolutions and provide real-time training.

Drop-in during interactions to offer advice to agents or resolutions to customers. Drive business reputation by enhancing first call resolution and reducing escalations.

Secretly tune into agent-customer conversations to analyse agent performance. Train service representatives accordingly and ensure customer satisfaction each time.

Record all inbound or outbound support calls with our call recording feature. Use these recordings for dispute resolution, agent training or quality assessment purposes.

Save all in-house and customer interactions directly on the online portal. Refer to audio files later for dispute resolution, agent training or other clarifications.

Access all your call records on your online portal via any device of your preference. Keep track of all your agents’ activities, contact centre performance, and more.

Give your managers the access to drop in ongoing calls in real-time. This will help you enhance monitoring capabilities and productivity of the entire team.

Enjoy a transparent, punctual billing cycle with Acefone. Get a detailed breakdown of all your expenses straight from your portal and optimise spending.

Keep your business and its most valuable assets secure. Grant role-based data access only to those who need it to perform their duties and maintain consistent security.

Prioritise data privacy and security, and be viewed as a reliable brand. Safeguard all your business information by setting up two-factor authentication for all your employees.

Keep unwanted third-party elements at bay. All your conversations get encrypted at the origin-device level and are decrypted only when they reach the destination device.

With Call Line Identification, route your calls legally through various carriers to ensure smooth and stable conversations. Secure your connections, boost your credibility.

Stay protected against any fraudulent activity with secure SIP trunks. Rest assured with IP whitelisting, two-factor authentication, protection from toll frauds, etc.

Add or update your emergency addresses easily to ensure emergency services can reach you as soon as possible. Keep your agents safe while staying compliant with regulations.

Expand the scope of your cloud communication solution by integrating it with a powerful customer relationship management system, API or helpdesk software.

Drop-in on live support conversations to assess the performance of your agents. Whisper or barge to enhance customer service or simply listen in for training purposes.

Forget the struggle of creating reports manually. Instead, have performance reports emailed directly to your inbox on a weekly, fortnightly, monthly, and quarterly basis.

Define trigger-based APIs to automate processes like redirecting customers to an agent skilled to resolve their query. Save both agents’ and callers’ effort, enhance satisfaction.

Downtime is a thing of the past. Enjoy uninterrupted customer communications with Acefone’s state-of-the-art cloud servers that keep your business up and running 24x7.

Don’t let any technical troubles get you down, no matter the time of day. Leverage Acefone’s round-the-clock expert support and get assured query resolution.

Simplify your team's daily tasks with an intuitive softphone app. Let them access all the important features they need even on the move so they are always productive.

Enjoy perfect alignment across multiple devices and platforms with Acefone. All you have to do is enter your credentials and you can access your portal even on the move.

Assign different caller IDs to different numbers as per geographical needs or to enhance your marketing efforts. Identify which numbers work better and focus accordingly.

Build brand trust in local communities by availing local numbers with multiple area codes. Connect with a wider audience without appearing spam or untrustworthy.

Managing contacts has never been easier. Integrate a CRM and add, update, edit or delete contacts on our user-friendly portal within minutes.

Enjoy high Quality of Service (QoS) with Acefone's SIP trunks that offer alter triggers, load balancing and more. Hold secure, encrypted and reliable conversations.