Put expertise within reach
Bring the colleagues who can help into your customer-service workflow. Infinitel shapes queues, overflow and the voice service around how your team answers.
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Give every customer a clearer route to help.
Give customers one connected service across calls, website chat and business messages. 3CX brings queues, agent tools and supervisor views into a familiar workspace; Infinitel brings the hosting, voice service and specialist support behind your team.
More people helping. One 3CX system licence.
3CX licensing follows simultaneous call capacity, so you can plan the system around the calls your business handles.
See the complete service cost
Your proposal brings the required 3CX edition, call capacity, hosting and voice charges together. Recording, integrations and additional services are identified separately.
Help the next caller reach the right person
A callback instead of another wait
Let callers request a return call when an agent becomes available instead of staying in the queue. Announcements help them understand the wait.
Queues that match your team
Round-robin and longest-waiting-agent strategies share calls across the team. Opening hours and overflow routes help callers reach an available destination when demand rises.
Customer context on answer
A connected CRM can open the caller’s record when the phone rings. Agents spend less time searching and more time helping the customer.
Keep agents and supervisors connected
Bring office and remote agents into the same calling environment. Supervisors can also use the 3CX switchboard to monitor active calls, waiting demand and agent status.
Find a colleague who can help
The 3CX team workspace brings colleagues and their availability into view. Agents can find the right person and pass a customer conversation on with useful context.
Help an agent move the conversation forward
Supervisors with the relevant permission can listen, whisper guidance or join a call. Give a colleague timely help while the customer’s question is still being resolved.
Use the right level of reporting
Start with the question your supervisors need to answer.
| Need | Where to start |
|---|---|
| Calls waiting and agent availability | The 3CX switchboard and live wallboard for day-to-day supervision. |
| Call performance over a period | Native 3CX reports for queue activity, abandoned calls and service measures. |
| Broader dashboard and reporting requirements | Dimensions for 3CX, supplied as an additional analytics service. |
| What was said in a conversation | 3CX AI transcripts, summaries and sentiment for recorded calls; AI Edition and a transcription service are required. |
Let customers choose how to reach you
Website conversations
Route website enquiries to the team using 3CX Live Chat.
Explore Live ChatFacebook messages
Answer private messages from your business Facebook Page alongside calls and website chat.
Explore Facebook messagingUseful reporting
Explore built-in reports before choosing additional analytics.
Explore native 3CX reportingA complete service for your contact centre
One team behind the customer experience
Bring the phone platform, hosting and SIP trunks together with Infinitel. Your agents get help using the tools and your managers have one specialist team for service questions and changes.
Capacity for the calls you handle
3CX system licensing is based on simultaneous calls rather than one licence per employee. Your proposal identifies the edition for your queues, recording and integrations, alongside hosting and voice costs.
Your questions, answered
Why use 3CX for customer conversations?
3CX brings business calling, queues, browser Live Chat and supported messaging into one platform, with agent ownership, transfers and native reporting for day-to-day service.
What can we add beyond voice?
Website Live Chat and selected messaging, CRM, recording and analytics options can extend the service. The relevant 3CX edition, provider and configured channel determine what is available.
Would Nimbus in Teams suit us better?
Choose 3CX when you want managed 3CX at the centre of customer contact. Choose Luware Nimbus when the agent and supervisor experience needs to sit inside Microsoft Teams. Infinitel supplies both approaches.
Show us how customers reach you today
See a caller enter a queue, an agent answer with customer context and a supervisor support the team. Arrange a demonstration of the managed 3CX contact-centre experience.
Call our team0333 048 0000Email ushello@infinitel.co