IMPORTANT! As of January 1, 2021, telephony options are available only to Bitrix24 commercial plan users. Please see Bitrix24 pricing page for current information.Bitrix24 is a virtual call center solution you've been looking for. Absolutely free for up to 12 users, it is ready to use in one minute, and can be accessed by agents who work from home in different locations. Because Bitrix24 comes with CRM, you can use it as a telemarketing or customer service and support solution.
* Please note that the information may have changed since the publication. For current prices and features please visit Bitrix24 pricing page.
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Essentially, Bitrix24 is a free cloud PBX that comes with all the standard features, like an ability to set employee extensions, voicemail boxes, record phone calls, set call queues, put callers on hold, transfer them to another employee or forward phone calls to mobile numbers, if necessary. It doesn't matter if your agents all sit in your office or work from home in different locations worldwide, because Bitrix24 has been created with distributed teams in mind. Also, Bitrix24 does not require any expensive VOIP hardware, all you need is a computer that has a speaker and a microphone (or a regular headset).
The fact that Bitrix24 free virtual call center comes with a CRM gives you a number of advantages. You can start calling right away after importing your client or prospect list, without having to spend time on setup and integration. To make a new phone call, all you have to do is click. When existing client calls, he or she will be automatically routed to assigned manager. New callers and missed phone calls can be automatically added to CRM as new leads. Client records are displayed during phone conversations and notes can be added in the process as well. Flexible access rights allow Bitrix24 administrator limit each agent only to their leads or create a 'free for allf lead list.
Bitrix24 presents you with several options when it comes to phone numbers. If you want to make outgoing phone calls only from Bitrix24, you don't need to take any extra steps. You can rent local phone numbers in United States (all 50 states), toll free numbers (1-866) or international phone numbers in 50+ countries for $6/mo. If you have PBX or SIP-trunk and want to use your own phone number for incoming and/or outgoing calls, this option cost $49/mo and is available worldwide. In this case all incoming phone calls will be free (except for toll free numbers) and you'll be paying for outbound calls to your telephony provider at current rates.
One thing that really sets Bitrix24 apart from all other virtual call center solutions, is the fact that it comes with 35+ virtual office tools. Helpdesk (available in self-hosted editions only), employee chat, task and project management, quotes, document management, file sharing, email server, videoconferencing, group calendars, private social network and many others tools are at your disposal. And if you'd like to install Bitrix24 on your own server or play around with source code, you can.