IVR trees
Build multi-level menus with recorded or text-to-speech prompts, time-of-day branches and holiday rules. Route each option to a queue, an extension, a voicemail box or an external number.
Product
Replace the PBX box in your server room with a hosted phone system. Build IVR menus, route calls into queues, record every conversation and give agents a softphone extension that works from the office or from home. Add or remove seats from the admin panel in minutes.
ProEcom Cloud Voice is a hosted phone system for teams that answer or place calls all day. Your numbers terminate on our platform instead of a physical PBX, so there is no card to buy, no gateway to rack and no site visit when you add an agent. Administrators design call flows in a browser, assign extensions, and watch live queue activity. Agents work from a softphone on a laptop or a desk handset. Every call is logged, timed and available for review.
Build multi-level menus with recorded or text-to-speech prompts, time-of-day branches and holiday rules. Route each option to a queue, an extension, a voicemail box or an external number.
Hold callers in a queue with position announcements and music, then distribute to agents by round robin, longest idle or skill group. Overflow rules move waiting callers when the queue gets long.
Record inbound and outbound calls automatically or on demand. Recordings attach to the call log with the agent, queue and duration, and can be searched, played back and downloaded by supervisors.
Each agent gets an extension reachable internally and from the IVR. Presence status, call transfer, three-way conference, hold and internal chat work the same whether the agent is on site or remote.
Browser and desktop softphone with a headset. No handset purchase required to bring a new agent online.
Volume, answer rate, average handle time, abandonment and agent-level reports by hour, day and queue.
The caller's record opens on screen as the call connects, so the agent starts with context instead of a name request.
Live wallboard, call monitoring, whisper coaching and barge-in, plus per-agent status control from the admin panel.
Voice works better when it is wired into the systems holding your customer data. Screen pop and click-to-call run against your CRM or store admin, and the call API lets you trigger calls and pull call records from your own applications.
Plans scale on agent seats and concurrent call channels. Call charges are billed separately at your carrier rate.
| Plan | Team | Contact Centre | Enterprise |
|---|---|---|---|
| Price per seat per month | [PRICE] | [PRICE] | [PRICE] |
| Agent seats | Up to 5 | Up to 50 | 50 or more |
| Concurrent channels | 4 | 30 | Sized to your traffic |
| Additional channel | [PRICE] | [PRICE] | [PRICE] |
| IVR levels | Single level | Multi-level | Multi-level with time rules |
| Call recording storage | 30 days | 12 months | Custom retention |
| CRM screen pop | Not included | Included | Included |
| Support | Email and phone | Named account manager |
No. Agents can work from a browser or desktop softphone with a USB headset. If you prefer desk phones, standard SIP handsets register against the platform, so you can reuse compatible phones you already own. What you do need is stable internet and enough upstream bandwidth for your concurrent call count.
In most cases yes, but number portability depends on your current operator and the type of number. Tell us the numbers you hold and we will check what can be ported and what has to be forwarded instead. Where porting is not possible, we can forward your existing line into the platform so callers see no change.
Each concurrent call uses a modest but steady amount of bandwidth, and voice quality depends more on jitter and packet loss than on raw speed. A business connection with low latency is enough for most teams. We can review your setup during onboarding and recommend QoS settings for your router.
Yes. An extension is tied to a user, not to a location. Agents log into the softphone from anywhere with internet and appear in the same queues with the same recording and reporting. Supervisors see remote agents on the wallboard exactly as they see office agents.
Recording can be set per queue, per extension or on demand by the agent. Recordings are stored against the call log for the retention period in your plan and can be downloaded or exported. You are responsible for telling callers that recording is taking place where the law requires it.
Send us your agent count and call volume and we will scope the right channel capacity.