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Call center · Contact centerThe software that runs your call center.
FinixPhone powers inbound and outbound call centers: intelligent call distribution, real-time supervision and detailed reporting, all connected to the CRM and customer history.
Team activity · Sales
Today, 9:00 am – 6:00 pm
Inbound and outbound
Handle support and inbound calls as well as telesales, prospecting and collections (outbound) on a single platform.
Call distribution & routing (ACD)
Automatic call distribution routes each call to the most relevant agent by skill, language or availability, with queues and priorities.
Supervision & quality
Supervisors follow activity live and can listen discreetly, whisper to the agent or barge into the call to ensure service quality.
- Automatic distribution (ACD) and skill-based routing
- Listen, whisper, barge-in
- Outbound campaigns and automatic callbacks
- Dashboards and per-agent reporting
Steering & CRM connection
Analyze performance by agent, campaign and period, with every interaction linked to the CRM. Voice runs on our cloud phone system.
Teams spread across countries and time zones.
The platform is built for contact centres spread over several countries: shared queues, consolidated supervision and local numbers per market. Market pages exist for certain countries — see for example call center software in Morocco (in French).
Two trades, one interface.
A floor rarely does one without the other: support calls back, telesales receives returns. Running them in two tools creates two histories of the same customer.
| Inbound calls | Outbound calls | |
|---|---|---|
| What triggers it | The customer calls | A campaign or a chaser |
| The key mechanism | Automatic distribution (ACD) and queues | Campaigns and automatic call-backs |
| What is at stake | Absorbing volume without making people wait | Reaching the right contacts at the right time |
| The indicator | Answer rate, waiting time | Volume handled, outcome |
Sending the call to the right person.
Automatic distribution routes each call on criteria you define, instead of giving it to the first free agent.
- By skill — a technical case does not go to the same agent as a sales enquiry.
- By language — decisive on a multilingual or multi-country floor.
- By availability — with queues and priorities when everyone is busy.
- By number called — one number per market or campaign routes straight to the team concerned.
Voice reception, opening hours and overflow are configured on the cloud PBX side.
How many seats, and for which peaks.
A seat is one agent connected at the same time — the billing unit and the real measure of your capacity.
- Start from the peak, not the average. A floor sized on the average makes people wait every day at the same hour.
- Look at the hourly volume. Reporting shows how calls spread through the day: that is what drives the rota.
- Minimum 5 seats, with a degressive price beyond. On the Unlimited licence, unlimited calling to French landlines and mobiles covers the first 10 seats; from the 11th, connection billing applies — see pricing.
- Seasonal peaks are handled by adding seats, with no lines to order and no hardware to install.
From decision to first call.
1 · Map the flows
What calls arrive, from where, for whom, and what happens today when nobody answers.
2 · Write the rules
Voice menu, queues, skills, opening hours, overflow. This is where the answer rate is decided.
Coupling3 · Connect the CRM
So the record opens on the ring and the call logs itself.
Operations4 · Train and measure
Supervisors take over the dashboards, monitoring and barge-in.
What a floor needs on its side.
- An internet connection sized for your simultaneous calls, ideally with a backup link: no network, no telephony.
- A local network that does not saturate at peak hours — jitter and packet loss are immediately audible on a floor.
- Decent headsets. The best-value investment in the quality the caller perceives.
- A contact base whose consent can be demonstrated for any outbound campaign. That responsibility is yours — see security and compliance.
Frequently asked questions
Does FinixPhone handle inbound and outbound?
Yes: support and reception (inbound) as well as telesales, prospecting and collections (outbound) on the same platform.
What is automatic call distribution (ACD)?
It is intelligent routing of calls to the most suitable agent by skill, language or availability.
Can I supervise agents in real time?
Yes: discreet listening, whisper, barge-in and real-time dashboards are available.
Is reporting detailed?
Yes, by agent, campaign and period, with every interaction linked to the CRM.
See Call center software in action.
A 30-minute demo tailored to your team, or a direct chat on WhatsApp. No commitment.
No commitment · Fast reply · English & French support
Read before you decide.
Choosing call center software
The criteria that matter before comparing offers.
VoIP, IPBX, cloud telephony
Four terms people confuse, and which to choose.
Cloud or traditional telephony
Costs, flexibility, maintenance: what really separates the two.
Improving your answer rate
Seven concrete levers, in order of payback.
Call centre indicators
What each KPI measures — and what it does not say.