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Contact Center Features

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Features

A unified communications platform that connects your teams through voice, video, messages, and online meetings, Buisana provides a comprehensive suite of advanced features to help streamline your business communications and improve productivity.

Administration

With Buisana, you can expect a fast setup, hassle-free deployment, and the ability to provision and manage users with ease and efficiency.

Web Portal

Buisana created a Web Portal for administrators to setup and manage the platform, and individual users to control their own settings and profile.

APIs & Webhooks

Buisana’s APIs and webhooks provide your business with more call data and additional user management functionality. Create efficiencies that lead to smarter, data-driven business decisions.

User Setup

User setup is nearly instant with Buisana. From one central place, you can add new users, assign them phone numbers, sync them with Google G Suite or Office 365, and establish their permissions. Your new user will be up and running in a matter of minutes.

Chrome Extension

The Chrome Extension puts basic Buisana calling functionality and controls right in your web browser so you can make calls with just a click. No toggling tabs, windows, apps, or—most importantly—picking up the phone and dialing manually.

Mobility

Mobility is at the very core of modern business communications—and what Buisana does. As a cloud-based business phone system, Buisana removes the restrictions of a traditional desk phone and allows you to stay connected and be productive from any device, anywhere.

BYOD - Bring Your Own Device

Welcome to the era of BYOD. Buisana exists on the devices you and your team already own and use every day, so there’s no new hardware to buy or lease, no infrastructure to maintain, and no IT team required to manage it all.

Deployment

With Buisana, installation, configuration, and user management are a breeze. In next to no time, you’ll increase productivity and collaboration by providing everyone in your organization a cloud-based communications platform that unifies voice and text communication.

Buisana Tech Support

Buisana provides customers with the technical support they need the way they want it. From 24/7 live chat to 24/5 phone support to a wealth of online resources, customers will be able to get help and find the answers quickly.

Call Analytics

Accessing your data is one thing, but it’s what you do with it that really matters.

Business decisions are driven by rich, insightful information — solve challenges big and small that arise by using call analytics in Buisana, optimizing a call center’s performance to meet KPIs and get ahead of the competition.

Porting Number

Being able to keep your business phone number when you change service providers is important. Buisana makes it easy for you to port existing phone numbers from your current phone service provider to your Buisana account without any interruption in service.

nCommand App

Work is where you are. In the office or while remote, the Buisana nCommand app fits into your workstyle and path to top-notch productivity. Call, message, and join meetings instantly from any device.

Call Center Productivity

Buisana takes pride in providing useful tools to address some of the challenges that call centers face, such as inaccurate reporting and analytics.

Contact Center Call & Screen Recording

Confirm details at any time, or coach agents by understanding customer interactions. Contact center call recording is controlled by you — decide how to record calls while storing data safely to comply with local regulations. If you’d like to take a more hands-on approach to coaching, contact center screen recording in Buisana offers a look at agents’ workflows.

Interactive Voice Response (IVR) System

Use an Interactive Voice Response (IVR) system to instantly route calls or serve as an around-the-clock solution when agents in your call center are unavailable.

Quality Management

Create positive customer outcomes by coaching agents with feedback from real conversations.

Integrations

Bring together all your existing tools to manage an agile, fully-functional call center in Buisana.


Log calls to a customer relationship management (CRM) database automatically, or track customer support tickets without jumping between apps. Workflows normally live across several platforms, but Buisana’s integrations with top-tier software providers improve productivity by syncing these tools to share insightful data.

CTI - Computer Telephony Integration

Create personalized customer experiences thanks to contact center functionality and screen pops within Salesforce and Zendesk.

Omnichannel

Connect the channels and platforms your team uses to support customers no matter where you interact with them.

Screen Capture

Buisana can help record contact center agents’ entire screens during customer calls so managers can better assess agent performance and provide valuable feedback.

Customer Satisfaction (CSAT) Survey

Customer satisfaction (CSAT) surveys collect feedback instantly — ask a customer to rate their experience with a score as well as an explanation in their own words transcribed by Voice Intelligence.

Call History

With the Call History feature, Buisana admins can view records and access full catalogues of call data directly from their web portal, which provides an additional opportunity to uncover valuable insights on product feedback, pricing, and more.

Desk Phones

Buisana continues to offer and support certain models of desk phones, as we understand that not every role relies on the use of smartphones, tablets, or laptops.

International Number

The world of business has become a truly global one. Buisana provides modern organizations with the ability to get international business numbers to represent locations in different parts of the world.

Calling & Routing

From call park to call transfer to call forwarding, Buisana offers a comprehensive suite of calling and routing features to help improve business communication at your organization.

Automatic Call Distributor

Build an efficient, automated call center using routing rules and an IVR system that lead to answers rather than runarounds, positioning agents to succeed every time they take an inbound call.

Local Presence

Up your sales reps’ outbound strategy with local presence dialing across their connected devices.

On-Premise Gateway (OPG) Solutions

When you’re ready to make the shift to the cloud, your tech shouldn’t hold you back but help move you forward. With Buisana’s On-Premise Gateway solutions, organizations have options when it comes to their cloud journey whether they’re in the process of retiring their PBX or are faced with telephony limitations in their current landscape (ex: number porting availability).

Call Summary

Whether it’s after a regular call or a conference meeting, it’s easy to find important points from your business discussion with Buisana’s Call Summary feature, which compiles your transcript, action items, snippets, and notes into an easily digestible overview.

Business Phone App

The Buisana Business Phone App allows enterprise workers to take their offices wherever they go. Individual users can place, receive, transfer, and record calls, send and receive messages, check voicemail, and more, all with the convenience and familiarity of your mobile device.

International Offices

With Buisana, quickly and easily spin up international offices and enjoy crystal clear cloud communications from virtually anywhere. Administration is easy you’ll keep all your offices connected on one platform.

Voice Call

Buisana provides industry-leading voice calling from the cloud using the latest VoIP technology, enabling crystal clear, enterprise-grade HD business calls across your entire organization, from every device, anywhere.

Call Operators

Buisana’s Call Operator feature makes call handling effortless. Each Department line can be managed by multiple operators, ensuring that calls are sorted and delegated promptly and efficiently.

Call Transfer

With Buisana, you can easily transfer an incoming call to another individual with just one click. Before the transfer occurs, you have the option to ask if the recipient can take the call and send it straight to voicemail if needed.

Executive Assistant - Call Delegation

Whether you’re in a meeting, busy preparing for one, or simply taking some down time, you can’t always answer every call. With Buisana’s Executive Assistant, you can assign another team member to handle all of your incoming calls. This can help you manage your call volume and screen your calls.

Local Phone Number

Build your brand and establish credibility with Buisana by leveraging local phone numbers as well as local conference numbers for your enterprise. You can assign area codes based on your office locations rather than using a randomly assigned number from a database.

Company Directory

The Company Directory makes it incredibly easy to get in touch with anyone in your organization. You can quickly search for a colleague and send them a message, start a meeting, or call them with just one simple click.

Do Not Disturb

Whether the whole company is out of office or you’re an individual team member that wants to disconnect from work, stop message notifications, send calls straight to voicemail, and let your team members know that you’re not available to chat with Buisana’s easy-to-use Do Not Disturb feature.

Spam Call Blocking

Buisana’s call blocking feature keeps your business lines free from robocalls and spammers which isn’t just disruptive to your day to day operations but can end up costing your business time and money.

Call Parking

Buisana’s Call Parking feature allows you to move incoming calls to a parked area where the appropriate members of your team can then pick up the calls from another extension. This feature makes it easy for businesses to manage incoming calls.

Caller ID

Buisana provides flexible Caller ID options that help to improve communication and increase productivity. Caller ID lets the receivers instantly know who’s calling before they answer the call, creating better customer experiences and making it easier for your teams to do their jobs well.

Three Way Call

Easily add a third party to your two-way business calls with Buisana’s Three Way Call feature. You’ll also have easy access to handy call controls that let you put callers on hold and transfer them without losing your other caller.

Dial By Name Directory

Buisana’s Dial by Name Directory makes it easy for incoming callers to find and speak with the person they’re trying to reach within your organization. Callers can use the keypad to dial in the name of the intended recipient by using the corresponding number key.

Call Waiting

Call waiting lets you know when another call is coming into your line and makes it easier for you to prioritize your calls. You can place a current call on hold, merge calls, transfer calls, or send calls to voicemail.

Simultaneous Ring

Dialpad’s Simultaneous Ring feature sends incoming calls to all of your connected devices at the same time. You can choose to answer these calls on your laptop, smartphone, or tablet depending on where you are and what device you’re working on.

Call Flip

Discreetly move live calls from one device to another using Buisana’s Call Flip feature. You can switch from your laptop to your smartphone to your tablet and back to your laptop without the caller ever knowing. No pins. No convoluted process. No dropped calls. No interruptions.

Virtual Receptionist

Also known as an auto attendant, Buisana’s Virtual Receptionist helps to streamline the customer experience and sort incoming calls based on the custom call routing options you set up.

Call Routing

Create better customer experiences by leveraging Call Routing with auto attendant. With Buisana, you can choose to route incoming calls to another team member, live operators, a group of users, a voicemail greeting, and more.

International Calling

With International Calling, Buisana enables businesses to call virtually anywhere in the world at some of the lowest rates available. Whether you are trying to collaborate with someone in a remote location or close a sale that’s several time zones away, Buisana keeps you connected when it matters.

Main Company Number

Your Buisana Main Company Number, also known as Company Main Line, is often the primary line of customer contact for your business. Within Main Company Number, you can manage and route incoming calls, assign operators, set your business hours, create a general custom greetings, and upload hold music.

Toll-Free Number

Having a Toll-Free Number for your business helps to enhance customer experience. Save your prospects and customers valuable time and money with a toll-free phone number that they can call from anywhere.

Call Forwarding

Easily forward business calls to an external phone number or device that’s not connected to Buisana. You can send incoming calls to up to five different external phone numbers — either mobile or landline.

Call Recording

Call recording is a valuable communications tool in the modern business world. With Buisana, you can record business phone calls that will help you improve customer service and create official records of important conversations, all using just one click.

Messaging

Buisana helps to enhance team collaboration with advanced business messaging features including SMS, MMS, Group SMS, and more.

Presence and Status

Buisana Presence and Status indicators provide a quick way to know whether a team member is available, busy, or away. Presence information is automatically updated when you’re in a meeting or a conference call, but you can also change and manually input a custom Status.

Voicemail

Handle missed calls professionally and access your messages easily with Buisana’s flexible and intuitive Voicemail system. It’s easy to set up, easy to check, and easy to administer across your organization.

Virtual Fax

Buisana Virtual Fax lets you send and receive faxes online right from your desktop app. Simply select the file you would like to fax, choose you recipient, and press send. It’s as easy as sending an email. No external fax machine required.

Business Text Messaging

Buisana modernizes business communications with the ability to send messages—both internally to colleagues and externally to clients and partners—on any device. Buisana supports SMS (text), MMS (multimedia image, sound, and video), and group messaging across all connected devices.

Conference Phone

Buisana allows you to add Conference Phones to shared spaces easily. Having a Conference Phone with a separate line in shared spaces like reception and meeting rooms make it more convenient to deliver outstanding customer experiences and have productive meetings.

Web Conferencing

Make your online meetings better with high quality audio and video web conferencing, extensive screen sharing capabilities, and advanced conference call settings.

Conference Call App

Buisana lets you take your conference calls on the go with the nCommand mobile app, straight from your iOS or Android device.

Secure Conference Call

With nCommand by Buisana, your online meetings and data are protected by our secure conference call platform and robust privacy features.

Screen Sharing

Buisana allows you to share your screen during a conference call, enhancing collaboration and communication during online meetings.

Recurring Conference Calls

Buisana not only lets you connect through the various features of a conference call, but keeps you on schedule and organized with the option to set up Recurring Conference Calls.

Conference Call Dial Out

Buisana makes conference calling so easy that you’ll never miss a call, thanks to pre-scheduled dial outs.

Pinless Conference Call

Buisana takes the pain out of conference calls by removing the use of PINs, keeping your employees focused on the call.

Conference Call Controls

With Buisana’s web conferencing software, organizers can access conference call controls both on the web and on the phone. Functionalities such as Mute All Participants and Lock Conference Room give organizers full control of the online meeting to ensure that everything goes smoothly.

Conference Group Chat

During a conference call, you may have a question but don’t want to interrupt the speaker’s flow. Maybe a note could be helpful to everyone in the conference meeting. Or you just simply can’t speak out loud in the particular moment. That’s when the Conference Group Chat comes in handy!

Custom On-Hold Music

Buisana nCommand lets you upload and choose your own hold music for a unique conference call experience, saying goodbye to pseudo elevator/smooth jazz combo.

Conference Video

Meetings are better when they are face to face.

Document Sharing

Buisana streamlines collaboration during online meetings by enabling Document Sharing. You can easily share files from third party websites such as Dropbox and Evernote, or make changes in real time during a conference call via Google Drive.

Conference Call

With Buisana, regardless of where you are, you can launch conference calls from any device at any time. With more than 50 international access numbers, the world is now your office—without having to worry about the long distance charges.

Video Call

Buisana provides enterprise-grade Video Call feature that delivers crystal clear HD video and audio. You can launch high quality video calls right from your Buisana app—no need to download additional apps or add-ons.

Web Conferencing

Buisana helps make your online meetings better. With the Web Conferencing feature called nCommand built right into Buisana, you can launch a conference call and invite all participants from any messaging window.

Reliability & Security

With automatic data backup and redundancy built into the platform, Buisana provides businesses with the best cloud phone system that enables secure, encrypted calls and layered security.

Security & Privacy

Keeping your data secure is just as important to us as providing you with the best cloud communications platform. Everything from personal information to call data is encrypted anywhere you get work done.

Cloud Communications

Buisana’s modern cloud platform lets businesses work where they want, when they want, and how they want. By enabling communication from any device including smartphones, tablets, laptops, and desk phones, Buisana gives modern workers the business phone features and tools they need to succeed from anywhere.

Data Backup

Keeping customer data secure and accessible is a top level priority for everyone at Buisana. We employ teams and implement strictly enforced policies dedicated to protecting and preserving your information. In the unlikely event of a network outage, your organizational information, as well as your call, messaging, and meeting data will be safe, secure, and accessible across all of your devices.

VoIP - Voice Over IP

With Buisana, you can make crystal clear VoIP calls from any device. Using advanced architecture and the best in internet protocol technology, Buisana is providing businesses with enterprise-level communications without the unnecessary hardware or high cost.

Voice Intelligence

With built-in machine learning, Voice Intelligence employs natural language processing and voice recognition to provide recommendations in real time and comprehensive post-call notes and transcripts.

Voice Intelligence

Voice Intelligence (Vi) was designed with technology that allows organizations to be more efficient in their day to day communications and learn more from customer conversations. From automating note-taking to detecting customer sentiments, Vi is propelling enterprise communications into the future.

Post Call Automation

From automatically logging call summaries in Salesforce or HubSpot to generating automated call notes that include key takeaways and action items, Buisana’s Post Call Automation helps sales reps streamline the sales process and close more deals.

Live Coach

Buisana Live Coach provides real-time coaching and sales recommendations, helping new sales reps get up to speed quickly. Using Coaching Groups, sales managers can also listen in on calls, provide advice, and take over when needed.

Live Sentiment Analysis

For sales reps and support agents, conversations with prospective and existing customers can be tough at times. Buisana’s Live Sentiment Analysis lets supervisors know when a sales or support call takes a wrong turn so they can intervene and improve call outcome as necessary.

Real-Time Assist

Buisana’s Real-Time Assist feature provides your sales representatives and customer support agents with key details in real-time so they can help prospective and existing customers with accurate information quickly.

VoIP - Voice Over IPVisual Voicemail

Visual Voicemail transcribes all of your voicemails into easily readable messages that give you the information you need from unheard voicemail messages without needing to listen to them.

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