Voiptime Cloud

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The company VoIPTime is a customer service and call center software development company with a long and bright history that started in 2010. We operate in the US and European markets using the brand Voiptime Cloud since 2016. We provide software solutions for numerous industries: financial companies, insurance businesses, e-commerce, manufacturing, healthcare institutions, outsourced call centers, and so on. Our main product is called VoIPTime Contact Center, and as it follows from its name, it is the all-in-one contact center solution that automates customer service operations in different communication channels, including inbound calls, web chats, chatbots, messengers, emails, etc. Also, our solution automates outbound calling for more effective communication with prospective and current customers and for telemarketing purposes. Besides that, VoIPTime Contact Center allows call center managers to track and control the quality of agents’ work, including remote employees and provides many features for overall service quality improvement. In other words, there is no call center operation or process it can’t optimize or improve.

The main office of the company is located in Lviv, Ukraine. We work not only on the Ukrainian market, but we also have customers in the USA, EU, and Asia including Poland, Bulgaria, Kazakhstan, etc.

I`m the CEO and Founder of the company, so I manage all processes in the company on a daily basis. My main priorities are the strategic development of the company and product management. Nonetheless, I`m also involved in all other internal processes, from IT to sales and marketing. My 20 years of experience in the IT industry and IP telephony allows me to be the main ideologist of the company and lead the team to develop solutions that will be truly useful for other customers.

Before we developed our main product, VoIPTime Call Center, we have been working as IT integrators and developed Avaya and Cisco solutions for our customers. This experience let me understand that these solutions can’t fully cover growing business requirements and deal with new challenges, especially when it comes to automated outbound calling campaigns for lead generation. Besides that, the price of the above-mentioned solutions was often prohibitive for Ukrainian small and medium-sized businesses.

Such disposition pushed us to develop our own product that will be not only focused on handling incoming calls but also automating outbound calling campaigns, tracking staff performance, and so on. In other words, the goal was to create a solution that will help to control, optimize and manage all call center operations. Therefore, we began the development, and on the 17th of December 2010, we finally released our VoIPTime Call Center solution. Thus, we can say that this day is the birthday of the company. Since the solution has been released we have already started to improve its capabilities. As of today, VoIPTime is a four-time winner of the High Performer award founded by one of the most authoritative recommendation portals - G2, and also we are winners of awards from other famous software reviewers, including Software Suggest, Software Advice, and Finances Online.

Our goal isn’t to just provide our customers with a solution to cover their business needs but also to provide comprehensive support, expertise, and assistance in process automation and improvement of customer service quality.

VoIPTime Contact Center is a solution that allows you to track and optimize all call center operations, including workforce management, quality assurance, sales calls, feedback collection, collection and analysis of customer data, agent training, self-service providing, managing multichannel communications, monitoring of the work of the team, and receiving detailed statistical data concerning all call center operations and processes. The solution is based on cloud technology, so we can set it up and configure it in accordance with the personalized needs of each customer during 24-48 hours, so customers can start work without any time losses. We also provide customers with education during the adaptation period to teach our clients how they can use our solution for business goals achievement with the highest efficiency possible.

VoIPTime Contact Center is an all-in-one solution that is beneficial for any business - no matter the industry it is working in. Even if our customers have never had a call center department, our solution allows them to build such a department in 24 hours by using only laptops and an Internet connection. Our solution is beneficial for any business that communicates with customers via any communication channel - and we all know that there are no businesses that don’t communicate with their customers. At this moment, we have customers who represent different industries, so we provide setup, support and stable functioning of cloud and on-premises call centers for financial, banking, insurance, government, manufacturing, online stores businesses and institutions, and also for outsourced call centers and customer service departments of various businesses.

Among our competitive advantages, the main features to mention include; advanced intelligent call routing with different modes of work, web chats, dynamic call scripts, quality assurance scorecards, and, finally, a powerful Predictive dialer. As our customers say, our solution allows them to optimize outbound agents’ work so they perform up to 3 or 5 times more successful calls with prospects with the help of our Predictive dialer, so they also sell much more than without using this tool.

Customer satisfaction is one of our key priorities, so the CSAT rate of our customers is over 90%, and the average customer lifespan is at least 3-5 years. Furthermore, we also have a very low customer churn rate. Moreover, the call center industry is rather a narrow industry, so we are really proud that call center managers who have ever worked with our solution often recommend implementing VoIPTime Call Center to their new management when changing a place of work.
 
We don’t tolerate the “sell-and-forget” approach, so our customers are never left alone with our solution. Such a multifunctional tool as a cloud contact center can be a bit complicated to work with for newbies, so we proactively work with our clients during the adaptation period to make sure that clients will get maximal impact from our solution, as well as help in automating current customer service processes. Even at the implementation stage, we research existing business processes of our clients and provide assistance in their integration into our solution. Furthermore, thanks to our experience and expertise in IP telephony and call center management, we provide customers with recommendations for the optimization of the above-mentioned business processes. We also provide professional services of audit for customers’ IT infrastructure if customers need such assistance during their first call center founding.

The repeatability of our customers depends on the infrastructure model of the call center they have chosen.  If we talk about on-premises call centers, customers who purchased permanent licenses, then the average customer lifespan of such customers is from 7 to 10 years, and even after these years, most customers remain with us. We develop new features for such customers to optimize their business operations, but what’s even more important, we define the success of our customers as our main priority, so we spend much time helping them to achieve their business objectives. 
When it comes to cloud call centers, our customers are also showing high customer retention. Therefore, I can say that around 80% of cloud customers purchase our subscriptions on a regular basis.

Yes, sure. We not only provide customer support through the help desk system but also provide customers with user documentation and educational videos. Moreover, as I have already mentioned, the first month of using our solution is an adaptation period, so our account managers not only provide education for beginners but regularly consult our customers during this period to make sure that they will know all they have to know regarding our solution.

Our customers get free access to the help desk system, and each created support ticket is processed in accordance with the issue type and SLA conditions. Also, for critical issues, we provide support via phone calls and chat. Business continuity guarantees are a vital part of our strategy, so support is provided as fast as possible.

We do not disclose specific numbers, but our annual growth is 20-25% on average. Moreover, we released a new product last year - CRM for online stores, and we are actively promoting it.

One of the main goals is a further expansion of our VoIPTime Contact Center solution to European markets. Besides that, my plans include the development of some new solutions for our customers, and I plan to develop at least one new solution per every three years’ period.