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Talk to a consultantSee pricing →Call center software is the application a team uses to handle high call volumes: it distributes calls to agents by skill, keeps customers in orderly queues and shows in real time what is happening on every line. At CapitalPBX the call center features run in the cloud, on the same platform as the virtual phone system, so there is nothing to install on site. Below are the answers to the questions that come up most often.
A call center application is the software that receives, distributes and tracks the calls of a support or sales team. It is not a phone. It is the brain behind the phones: it decides who answers, in what order customers wait and what the manager sees in real time. You will find the features covered in full on the Call Center page; in practice they run on the company's virtual phone system (cloud PBX).
The flow is simple: the call arrives on the business number, passes through the IVR voice menu and lands in the right queue, then the system distributes it to an agent by skill and availability. In practice, a support call goes straight to the technical team and a quote request goes to sales. The manager sees agent status and queue movement in real time. For the queueing and waiting side, read the guide on reducing call center waiting times.
Agents answer from the browser, from the mobile app for iOS and Android, from the Capital Talker softphone or from a SIP compatible IP phone. The same application, four ways of working. An agent in the office keeps the IP phone they already have, a remote colleague works from the browser, and whoever is out in the field answers on mobile. Details about devices and connection are on the virtual phone system page.
Four features make the difference in practice: call distribution by skill and availability, waiting queues with on hold messages, real time agent monitoring, and call recording with one year of storage included. On top of those come performance reports per agent and per team, useful for reviews and training. The platform also includes Voice Robot, an automated agent with AI. The full feature list is on the call center software page.
At CapitalPBX, subscriptions start from 60 EUR per month for 3 users, and the Call Center option is added for 20 EUR per PBX per month. The model is transparent: a base package per PBX, plus 10 EUR per month for each additional user. Annual billing comes with a 20% discount, which works out from 48 EUR per month. The full packages and options are on the pricing page; for an exact calculation for your team, you can request a custom quote.
No, you do not need a separate system. Call Center is an option you activate on your existing virtual phone system, at 20 EUR per PBX per month, so the company stays on a single system with a single administration. Already have SIP compatible IP phones? You connect them directly, with no new equipment, and technical support is available 24/7. What you get concretely when you activate the option is set out in the call center solution details.
There are two questions to settle before any trial: how many calls come in daily, and where they get stuck today. With those answers the trial becomes concrete: you configure the queues and the distribution rules, let the team work a few days on real calls, then compare the reports against the situation you started from.
Talk to a CapitalPBX consultant if you would rather not guess: they will tell you in a few minutes what the setup would look like for your real call volume.
