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Our built-in TMS provides extra insight, at no extra cost
See who your staff are calling
You’ll never have to customise anything you don’t want to, but if you do like to put own stamp on things, we’ve given you all the tools you can dream of, and made them easy as pie to use.
See who’s been calling you
Incoming call logs show the caller ID of the person who has phoned you, as well as which of your numbers they chose to dial. This not only shows your most popular point of contact, but can also highlight problem clients who might need extra attention.
Assess your call costs
Outgoing call costs can be viewed by extension, or group of extensions, so you’ll be able to tell exactly which users and departments are costing you the most. You can even export the data into your own spreadsheets, giving you the flexibility to use the information in any way you like.
Predict peak activity periods
With detailed records of incoming call volumes every day of the week and hour of the day, you can effectively predict your busiest times, to ensure that you have all hands on deck during peak periods, and aren’t over-staffed when it’s quiet.
Know the status of your call queues
With Euphoria’s call queue analytics, you can see all the performance details of your queues, including wait times, response times, queue lengths and peak activity periods. Updated in real-time, this can be invaluable in terms of optimising operations and heading off problems before they reach critical points.
Assess the performance of your agents
The Euphoria TMS provides detailed reports on the activity of each extension assigned to a queue, throughout the day. View the number of calls received versus the number of calls answered, as well as average call lengths and total call times. It’s a great tool for assessing productivity and encouraging a healthy work ethic.
See the exact experience each caller has
Route logs trace incoming calls as they run through your system, recording everything from the number the caller initially dialled, to their wait times, transfers, and conversation lengths. You can even see who put down the phone at the end of the call. There’s never been an easier way to pinpoint bottlenecks in your system, or frustrations your clients may face.
Save time & resources by letting Euphoria do the work for you
Create your own Digital Receptionist
Set up as many interactive voice response menus as you like. You can record your own messages, and choose your own handling. Our digital receptionist answers perfectly, every time.
Create hunt lists that span branches or even cities
Our hunt lists can scan your entire network, across branches and even cities, to find available agents to answer an incoming call. Both landlines and cell phones can be added to hunt lists, so you can take your office with you, wherever you go.
Get the most from your queues
Tailor your digital receptionist to fit your needs precisely. Equip your queues with their own music and customer announcements, and assign queue-specific call distribution strategies to maximise efficiency and minimise wait times.
Tag incoming calls for hassle-free PBX sharing
Give your agents the ability to add themselves to busy queues, remove themselves from quiet ones, or pause for specified reasons like tea breaks. They’ll be able to check the status of their queues at any time and make sure they’re active when and where they’re needed.
Streamline night & day call-handling
Activate night-time call handling manually as you leave the office, or set your system to swap between night and day automatically at specific hours. Each phone number you have can be set individually to be manually activated or time based.
Forward calls anywhere
Calls can be forwarded to any number, anywhere, worldwide. A combination of local and international call-forwarding can even be used to circumvent expensive international cell phone roaming fees.
Extend your voicemail functionality
Record calls from any extension, to be stored in the cloud as long as you need it. Recordings are backed up and their authenticity verified, keeping it 100% safe and admissible in court. You can also flag recordings for attention and tag it with written notes, making it useful training and quality-control tools as well.
Running a business is challenging. Your phone system shouldn’t be.
Know your account status anywhere, anytime
Our easy-to-read dashboard page gives you a big-picture summary of your account at a glance. See your call volumes per day, review costs and credit status, and even get a breakdown of numbers dialed by area code.
Easy Payment
Monthly Post-paid account with credit limit of your choice means you control exactly how much you spend. Your account details available online 24/7, there’ll be no nasty surprises at the end of the month.
Never lose an invoice
All your account details, invoices and statements are available online at all times. They’re backed up in the cloud, so they’ll never get lost, and are searchable, downloadable and easy to read.
Keep your number
With geographic landline number porting, you can keep your number no matter which service provider you use.
Manage your system from anywhere
With our built-in TMS you’ll be able to manage both your PBX’s high-level functions and day-to-day operations from wherever you are, at no extra cost. Detailed reports, real-time monitoring, call tracking, and trend data are just a few of the tricks up the sleeve of our TMS.
Automate with ease
Customisable automation features ensure your calls are answered, routed and handled correctly every time. Updating and changing your menus, media and routing is simple from the user-friendly interface on your TMS.
Personalise by choice, not necessity
You’ll never have to customise anything you don’t want to, but if you do like to put your own stamp on things, we’ve given you all the tools you can dream of, and made them easy as pie to use.
Analyse your data
The TMS not only helps to control and track your system’s activity, it helps you analyse it too. Incoming and outgoing call trends and costs, agent performance, and detailed customer experience information are all at the tip of your fingers.
Enjoy easy access to useful tools that can keep your business running smoothly
Help out, listen in or take part
The Real Time Call Monitor gives you three participation options, letting you listen in, help out, or participate in any call your agents are handling – all from the comfort of your own desk. Training new call-centre staff has never been easier.
Monitor the health of your system
View the status and activity of every extension in your entire system in an instant. A quick glance at the extension monitor and you’ll know exactly who’s online, offline, on hold, or away.
Optimise your queues
All your account details, invoices and statements are available online at all times. They’re backed up in the cloud, so they’ll never get lost, and are searchable, downloadable and easy to read.
Encourage agent self-management
Give your agents the ability to add themselves to busy queues, remove themselves from quiet ones, or pause for specified reasons like tea breaks. They’ll be able to check the status of their queues at any time and make sure they’re active when and where they’re needed.
Restrict dialing to prevent abuse
With our built-in TMS you’ll be able to manage both your PBX’s high-level functions and day-to-day operations from wherever you are, at no extra cost. Detailed reports, real-time monitoring, call tracking, and trend data are just a few of the tricks up the sleeve of our TMS.
Pin-activated dialling and hot-desking
Keep accurate records of exactly who’s calling who, no matter which extension they use. By entering a unique user pin code before dialing, every call is assigned to an individual, and accountability is unquestionable.
Personalise by choice, not necessity
Record calls from any extension, to be stored in the cloud as long as you need it. Recordings are backed up and their authenticity verified, keeping it 100% safe and admissible in court. You can also flag recordings for attention and tag it with written notes, making it useful training and quality-control tools as well.
Centrally control and provision your hardware
No more time-consuming, on-site setups. Euphoria lets you provision all your phone settings and extension assignments remotely. You can even set up custom hardware feature templates, making it as easy to provision a hundred handsets as it is to provision one.
Make our Euphoria your Euphoria
Personalise by choice, not necessity
You’ll never have to customise anything you don’t want to, but if you do like to put own stamp on things, we’ve given you all the tools you can dream of, and made them easy as pie to use.
Assign access & permissions with user profiles
Our hunt lists can scan your entire network, across branches and even cities, to find available agents to answer an incoming call. Both landlines and cell phones can be added to hunt lists, so you can take your office with you, wherever you go.
Specify extension attributes
Give your extensions individual names and caller IDs, and assign it to extension groups for cost-tracking purposes. You can set up unique greetings for each extension’s voicemail box as well.
Create, store & manage your own media
Create your own voice recordings using your handset, or add pre-recorded music or audio files from your computer. It’ll be stored in your Euphoria Media Library to be used in your digital receptionist’s menus, music on hold, and customer announcements. Chop and change whenever you like.