Integrated call solutions for better management, more interaction and higher productivity for businesses
Gcalls integrates with Google Data Studio, allowing to use all information from your call center (Inbound, outbound calls and much more) to create custom reports and dashboards on your demand.
Click-to-Call, Click-to-SMS right on the main work interface of ZOHO CRM and data synchronization between the two systems (Gcalls and Zoho CRM)
Gcalls – Freshdesk is a integrated call center solution adding functionaliies like Click-to-Call, Click-to-SMS… right to your Helpdesk. All in one place and data synchronization between the two systems
10% of revenue
Accompanying with Gcalls to bring comprehensive and reliable solutions to businesses
30 – 50% rise in productivity
30-50% increase in the number of calls a telesales agent can make each day with just one convenient click, speak on phone, take notes right in contact pages and review interactive data at any time.
Hold all the information
Get rid of the guesswork and evaluate based on manually and poorly synthesized data. Control and improve staff performance with call recordings, statistics and detailed call history.
Deliver better customer experiences when your team is provided with necessary information right before the conversation. With connection to CRM, Helpdesk, SMS and other tools, using multiple platforms is no longer a problem.
Grow without pain
Do not be held by a complicated phone system with bulky devices and cables. With Gcalls, you can increase agents, open new branches with a phone system available whenever you need.
Call center solution with Vietnam numbers
Setting up a switchboard (simultaneous calls, greetings, ring groups, music on hold …) and providing web-based application which allows your team to call and receive calls with your company phone number.
Call center solution with SEA numbers
With the number of more than 60 countries worldwide, Gcalls helps your business instantly present and ready to reach customers everywhere, especially in Southeast Asia.
The most important customer service is timeliness and respect. Timeliness is expressed in the ability to meet requirements and support customers anytime and anywhere. Respect is expressed in the fulfillment of the commitments made to customers. Thank you Gcalls for supporting us very well on both sides.
Mr. Tai Tran – Customer Service Manager@bTaskee
Gcalls helps OFÉLIA increase customer support performance compared to traditional solutions. At the same time, data saved automatically helps me to control the quality of customer care and bring the highest efficiency. When we need support, Gcalls team also handles issues very quickly and dedicatedly.
Mr. Tran Nguyen – Customer Service Manager@OFÉLIA Los Angeles
Gcalls helps KTDC to minimize missed calls from customers. Even if there is a missed call, KTDC still has information to follow up and call back. For each incoming call, all customer service executives can consult and support clients in the most effective way because interaction data is saved on Gcalls system.
Mr. Thu Nguyen – Managing Director@KTDC Business Skills
Gcalls provides solutions to digitalize business phone systems, completely replacing traditional solutions that are no longer suitable to today’s needs. Everyone knows that communication through phones are one of the backbone channels for businesses, regardless of size, country, field, past or present. However, statistically, when using conventional telephone solutions – analog desk phones or personal mobile phones at work – 80% of business data that can be held at hand is lost and dispersed by people, equipment, and operation processes. Without data, businesses will not be able to understand their customers, just as we will not understand the content of a book when 80% of the letters are gone.
The current flagship product is the Gcalls Plus Webphone application – a web-based app that allows telesales, customer service (CS) teams and managers to work most effectively thanks to storing 100% of customer information and call data, as well as the ability to integrate with existing business platforms such as CRM software, Helpdesk, SMS Marketing, sales management software … Gcalls Plus Webphone application will completely replace the landline phones. Your team only needs a computer (PC, laptop) connected to the internet and a suitable headset to make and receive calls with your company phone number, wherever you are.
The main solutions Gcalls provide include:
- Professional switchboard (greetings, working hours …)
- Gcalls Plus Webphone application
- Integration services with CRM, Helpdesk, sales management software, SMS brandname that customers are using.
Gcalls software is often compared with Zalo, Viber, Skype, Messenger … The biggest difference is that Gcalls solution only serves the operational needs of businesses to optimize staff efficiency and automate customer care processes while other applications (except for Skype Business) are for individuals only. To use the Gcalls solution, the application needs to integrate with the business phone number, allowing multiple simultaneous calls to and from that unique number. The application’s features such as notes, recording, historical statistics by agent… are also designed specifically for business needs.
The Gcalls application is for the customer service team, sales, telesales team of businesses to use. Companies’ customers don’t have to use the Gcalls app. They still answer calls or make calls to businesses using their mobile or landline phones by dialing the company number as usual.
The main steps in the process include:
Step 1. Contract:
Sign a Gcalls service contract
Step 2. Phone number
At the same time, Gcalls connect customers with the telcos so that they instruct customers to buy numbers via email (select numbers, sign a contract to buy numbers with the telco).
Step 3. Configuration: The telco and Gcalls carry out the number configuration and test.
Step 4. Call flow: Gcalls sets your call flow according to your needs: time conditions, greetings, ring groups, ringing tones, etc.
Step 5. Get started: Gcalls activate user accounts and give training after receiving payment
(customers need to have appropriate headsets).
How long the process will take depends on whether or not the business has a SIP Trunk number. Provided that the initial steps are completed, the remaining steps are very simple and only fluctuate within 1/2 – 2 days. Normally, buying a new phone number takes 3 – 7 working days (including the time to choose a number and send a contract to the telco).
Businesses need to pay service costs for Gcalls – the software provider, and for the telco – the number provider:
Fee for Gcalls services: Depending on the number of users, please see here.
Fees for the telcos: initialization fee paid initially (if any), monthly subscription and calling charges depending on the number of minutes monthly (telcos sends notification of charges and to your email every month).
In addition, businesses need to equip appropriate headsets. The type of headset that comes with a mobile phone or a normal music headset supports very poor functions: microphone, noise cancellation, signal transmission. For telesales and customer service, you need to choose a specialized headset, especially with a USB connector, to be compatible with all computers (laptops, desktops). You should buy headphones with a good brand, because of its durability, good sound quality and warranty.
The number integrated into the solution can be fixed numbers, mobile numbers, tollfree (1900 and 1800). The number format is not different from a normal phone number. The difference is that in terms of technology, the number must support SIP Trunking (or VOIP – transmitting signals over the Internet). Gcalls has had partnerships with most operators in Vietnam (Viettel, VNPT, Mobifone, FPT, CMC, iTelecom, Gtel) and can support customers to buy prefixes or convert existing numbers if not. Support SIP Trunking. The cost of the prefix is calculated according to the carrier’s policy and paid directly to the network operator, equivalent to normal telecommunications charges. Please see the table of price comparison of the network here (for reference only, please contact the network operator for the latest update fee policy).
Yes, as long as your phone number is a SIP Trunk (VOIP) one. If your existing phone number is a normal landline (analog) or mobile number in a sim card, the telcos have a service that converts that number to a SIP Trunk one under certain conditions. The number can be converted back to the previous version as businesses require. However, the procedure is quite complicated, takes a lot of time for the parties and often has problems, so Gcalls will not accept cases require to use the existing phone numbers with Gcalls.
Do not worry, Gcalls will connect businesses with telcos to help with the purchase and number configuration.
Firstly, in terms of calling rates, if your business uses Vietnam numbers, the calling fee when using Gcalls will be equivalent to the regular solution (phone numbers using Gcalls or regular phone numbers are also telcos’ telecommunication services). However, you can know your agents make or receive which calls, to or from whom, how long and when. If your business sets up a switchboard abroad, this solution will reduce costs by: reducing 80% of setup costs, investing in equipment, reducing calling charges because of using local numbers.
Moreover, the core value of the Gcalls solution is to help businesses easily manage customer data, manage teams and service quality, improve working efficiency, minimize missed calls and enhance customer experience thanks to its smart contacts and interactive history.
Let’s do a small math problem: When using a landline or personal cell phone, each employee can call only 50 calls / day. With Gcalls, each person can make up to 100 calls / day and more. Assume that the salary is 10,000,000 VND / month (equ. $500). Because the efficiency of human resources is doubled, you can save 50% of expenses, ie 5,000,000 VND / month. If you have 5 employees, the business will save 25,000,0000 VND / month.
Another problem: When using the traditional solution, each phone number can only make / receive one call at a time. So missed calls are easy to happen at peak time. If the missed call is from a customer who wants to buy or sign a contract with you, it is a huge loss for the business.
Gcalls Plus Webphone application is a web-app application on a computer browser (Chrome) and no direct installation is required on your computer. One great advantage of web-app applications is the extremely high integration ability with other software and web-app information systems (such as CRM, Helpdesk, POS). Web-app is the trend of software technology today when the demand for connection between information systems in the world is increasing.
Using web-app is also more convenient for customers than applications that need to be installed because you only need to access the link of the application on the browser (of any computer) and log in with your account.
First of all, any platform / software that provides an API (Application programming interface), whether it’s CRM (customer relationship management), Helpdesk (ticket management), POS (sales management), SMS marketing (customer service texting with business brandname), Gcalls has the ability to integrate easily. Based on the software required to integrate as well as requirements, Gcalls team can provide a roadmap and estimate the completion time. For simple needs, it may only take 1-3 days. For more complex needs, it can range from a few weeks to several months.
The most common integration functions are:
- Click-to-Call: Click phone numbers to make calls, skipping boring dialing. You can also receive calls right on CRM.
- Click-to-SMS: Click phone numbers to enter a message content or select an SMS template you have prepared to send customer care messages quickly and conveniently.
- iFrame: display the most important customer information you need when you have an incoming call. For example: Full name, Total transaction value, Latest order, Person in charge, Latest note …
- Synchronization and automation: Automatically save call information in CRM when finished (always saved in Gcalls by default); automatically synchronize contact information from CRM to Gcalls when there is a call; automatically open the caller’s details page; automatically open the nearest order page of the caller …
In terms of technology, we ensures our call quality to compete with other providers in the communication services market. However, the call quality will also depend on many other factors such as: telco’s network (number), Internet connection (business), calling equipment used by customers and agents (speaker and microphone) … In particular, Internet connection is the main one. Gcalls will co-operate with your company and propose solutions to improve call quality.
In the absence of internet access (power outages, network outages, disconnected devices), incoming calls can be automatically forwarded to your backup phone numbers (mobile numbers, landline numbers).