Features
65+ Features,
Endless Capabilities,
Unparalleled Communications
Let Acefone's cloud-powered features redefine the way your business communicates with its customers, employees, and vendors.
Trusted by leading organisations
across the globe
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Automatic Call Distribution (ACD)
Automatically receive and distribute calls to any available agent. Manage a large volume of callers even during the peak season with ease whilst saving your agents’ time.
For your agents
Keep your teams on top of their game. Optimise processes, maximise productivity, and enhance employee satisfaction.
Automatic Call Distribution (ACD)
Automatically receive and distribute calls to any available agent. Manage a large volume of callers even during the peak season with ease whilst saving your agents’ time.
Call transfer
Ensure first call resolutions always—route callers to better-suited agents instantly with the call transfer feature. Deliver better experiences and build better relations.
Blind or cold transfer
Instantly transfer calls to better-suited agents. This way, facilitate effective support for queries in the very first interaction, enhance customer satisfaction and build brand loyalty.
Warm transfer
Brief colleagues with pertinent customer information before transferring a call to their extension. Hold contextual conversations and elevate customer support experiences.
Click to call
Boost your outreach efforts by offering a click-to-call button to your agents. Establish instant customer connections and eliminate the effort and time taken to dial.
Ring groups
Ring multiple agent extensions to quicken resolution for every support query. Have lines ring sequentially or at once; define groups for different functions or more.
Call flipping
Attend virtual meetings even on the move by seamlessly flipping (or transferring) calls from one device to another as many times as you want. No interruptions, no call drops.
Call twinning
Allow the same call to ring on multiple devices by linking them to the same agent account. Attend to every client’s query and offer uninterrupted support all day long.
Call conferencing
Connect with a large number of people from anywhere in the world via call conferencing. Exchange information quickly and make smart business decisions.
Call forwarding
Forward inbound calls to different agents, departments or even devices. Ensure customers receive query resolution, irrespective of where you are or the time of the day.
Call blocking
Block unwanted callers and save your agents’ time. Manage your block list from your online portal and add/remove numbers as required.
Voicemail
Leave no caller unattended—let them leave you a voice message during off-hours or when you are unavailable. Listen to the audio even on the go and revert at your convenience.
Voicemail to email
Get voicemail messages delivered straight to your inbox. Listen to the recordings in the office or remotely, and get back to customers at your convenience. Never lose a lead.
Send SMS
Receive and send texts, use multiple SMS-enabled numbers, send bulk messages, and get a detailed view of your message history and balance—all on one intuitive interface.
SMS templates with placeholders
Skip the time and effort of manually typing each SMS. Access ready-to-go message templates for every situation and efficiently communicate with your target audience.
SMS auto-notification workflows
Deliver automated texts like ‘thank you’ or ‘we’ll get back to you shortly’ for missed inbound or outbound calls, and answered incoming and outgoing calls. Show clients you care.
Agent portal
Promote efficiency and productivity by offering your employees a user-friendly portal. Let them track activity, toggle admin settings, define role-based access and more.
Call notes
Take notes during live calls without switching between tabs or apps and pin them with customer profiles. Jot down follow up activities and never lose important information.
Call hold
Place live calls on hold to look up customer history, consult a colleague, or transfer the caller to another destination. Play music while they wait or deliver updates.
Call hangup
Call hangup allows your agents to end calls when required. Don’t let unnecessary questions, rude customers or spam callers affect agent performance or satisfaction.
Text-to-speech
Use the text-to-speech feature to avoid the hassle of manually creating recordings for customer greetings or message-on-hold. Choose an accent and voice of your preference.
Speed dial
No need to remember or manually dial intra-office extensions. Assign specific digits or buttons to office numbers that you call regularly and establish instant connections.
DID numbers
Maintain agent privacy with VoIP-based Direct Inward Dial (DID) numbers. Direct callers to your agents without revealing their identity and enhance employee satisfaction.
Import Contacts
Access and import your contacts from any application, such as Google Contacts or other contact management software, onto your Acefone portal without any hassles.
Missed call alerts
Receive alerts for missed calls instantly via SMSes or have them delivered to your inbox across different devices. Keep track of missed calls, don’t miss out on opportunities.
View contact profile
Pull up customer details such as purchase history, query history, and more while making or receiving calls. Pick up from where they left off in their previous conversation.
Call announcement
Get details like the caller’s name, their interaction and transaction history with your brand even before you answer the call. Have informed and professional conversations.
Intercom management
Simplify internal conversations with an intercom connected to a directory that stores every extension number. Connect team members whenever they want.
Mute/unmute
Ensure professionalism during support calls by offering agents the option to mute themselves. Keep customers away from internal discussions and background noises.
For your customers
Deliver customer delight with every interaction. Offer pro-level support, personalised experiences and contextual conversations.
Virtual receptionist or IVR
Offer a multi-level interactive voice menu to callers. In other words, have them help themselves to the right department and resolve basic queries—all without an extra agent.
Click to call
Let your customers connect with an agent by clicking on a button placed on your Website or softphone app. Nurture better leads, save time, and boost productivity.
Call routing
Choose from various routing strategies or direct callers to the right agents based on criteria such as time of the day. Eliminate the risk of errors and escalations.
Sticky agent
Build better relationships by directing callers to agents they prefer speaking with. It's the simplest way to enhance customer satisfaction and ensure quick resolutions.
Custom music or message on hold
Ditch the frustrating on-hold tone or silence that annoy callers while they wait on hold. Play custom music to enhance their waiting experience and reduce call abandonment.
Number porting
Retain your existing number and clientele even when you port to a different service provider. Local number, business number, or vanity number––we’ll port them all for you.
Scheduled callbacks
Eliminate long call queues and ease call traffic by allowing callers to schedule a call back appointment. Enhance customer satisfaction and first call resolution metrics.
Call queues
Manage bulk calls with absolute ease. Align incoming calls in a queue with Acefone’s call queue feature and route them to available executives on a first-come-first-serve basis.
Auto-attendant
Make the right first impression with the auto-attendant feature. It serves as a virtual receptionist, greeting your callers and routing them without costing you a fortune.
HD voice
Low bandwidth? Bad Internet? Don’t worry—our wideband audio codecs prioritise voice packets so that your callers receive high-quality audio wherever they are.
Custom ringbacks
Engage callers with custom audio such as music, and messages while they wait for you to answer their call. Play different sounds for different callers based on predefined rules.
For your managers
Empower your supervisors with tools that guarantee high performance. Simplify team training, supervision and management.
Call Detail Reports (CDR)
Get detailed call reports after each customer interaction and boost business metrics like average call duration, time on call, first call resolution (FCR), and much more.
Call whisper
Ensure quality interactions by discretely offering verbal advice to your agents during a live support call. Deliver quick query resolutions and provide real-time training.
Call barge
Drop-in during interactions to offer advice to agents or resolutions to customers. Drive business reputation by enhancing first call resolution and reducing escalations.
Blind call monitoring
Secretly tune into agent-customer conversations to analyse agent performance. Train service representatives accordingly and ensure customer satisfaction each time.
Call recording
Record all inbound or outbound support calls with our call recording feature. Use these recordings for dispute resolution, agent training or quality assessment purposes.
Recording management
Save all in-house and customer interactions directly on the online portal. Refer to audio files later for dispute resolution, agent training or other clarifications.
View call history
Access all your call records on your online portal via any device of your preference. Keep track of all your agents’ activities, contact centre performance, and more.
View live chats
Give your managers the access to drop in ongoing calls in real-time. This will help you enhance monitoring capabilities and productivity of the entire team.
Transparent billing
Enjoy a transparent, punctual billing cycle with Acefone. Get a detailed breakdown of all your expenses straight from your portal and optimise spending.
For your security
Safeguard your data and conversations with powerful security measures such as end-to-end encryption, authentication tools and more.
Access management
Keep your business and its most valuable assets secure. Grant role-based data access only to those who need it to perform their duties and maintain consistent security.
Authentication
Prioritise data privacy and security, and be viewed as a reliable brand. Safeguard all your business information by setting up two-factor authentication for all your employees.
End-to-end encryption
Keep unwanted third-party elements at bay. All your conversations get encrypted at the origin-device level and are decrypted only when they reach the destination device.
CLI routes
With Call Line Identification, route your calls legally through various carriers to ensure smooth and stable conversations. Secure your connections, boost your credibility.
Secure SIP trunking
Stay protected against any fraudulent activity with secure SIP trunks. Rest assured with IP whitelisting, two-factor authentication, protection from toll frauds, etc.
Manage emergency address
Add or update your emergency addresses easily to ensure emergency services can reach you as soon as possible. Keep your agents safe while staying compliant with regulations.
For your performance
Outdo yourself with each call. Track your performance across X+ KPIs, access reports on the go, and get better with deep data insights.
Integrations
Expand the scope of your cloud communication solution by integrating it with a powerful customer relationship management system, API or helpdesk software.
Real-time call monitoring
Drop-in on live support conversations to assess the performance of your agents. Whisper or barge to enhance customer service or simply listen in for training purposes.
Scheduled email report
Forget the struggle of creating reports manually. Instead, have performance reports emailed directly to your inbox on a weekly, fortnightly, monthly, and quarterly basis.
Web-hooks or trigger-based APIs
Define trigger-based APIs to automate processes like redirecting customers to an agent skilled to resolve their query. Save both agents’ and callers’ effort, enhance satisfaction.
99.99% Uptime
Downtime is a thing of the past. Enjoy uninterrupted customer communications with Acefone’s state-of-the-art cloud servers that keep your business up and running 24x7.
24x7 assistance
Don’t let any technical troubles get you down, no matter the time of day. Leverage Acefone’s round-the-clock expert support and get assured query resolution.
Softphone application
Simplify your team's daily tasks with an intuitive softphone app. Let them access all the important features they need even on the move so they are always productive.
Available on all platforms
Enjoy perfect alignment across multiple devices and platforms with Acefone. All you have to do is enter your credentials and you can access your portal even on the move.
Manage caller ID
Assign different caller IDs to different numbers as per geographical needs or to enhance your marketing efforts. Identify which numbers work better and focus accordingly.
Local calling
Build brand trust in local communities by availing local numbers with multiple area codes. Connect with a wider audience without appearing spam or untrustworthy.
Manage contacts
Managing contacts has never been easier. Integrate a CRM and add, update, edit or delete contacts on our user-friendly portal within minutes.
SIP reliability
Enjoy high Quality of Service (QoS) with Acefone's SIP trunks that offer alter triggers, load balancing and more. Hold secure, encrypted and reliable conversations.
Works with the Top CRM platforms in the market
Build out your CRM workface with out of the box integration
Explore all integrationsWhen I signed up for Acefone, I had very little VoIP knowledge, but the technical support was second to none, even for companies with limited technical skills. Added bonus: it works out cheaper than my existing single BT phone line.
Lee M.
Manager, Medical Practice
![capterra](https://www.acefone.com/assets/img/acefone/testimonials/capterra.png)
Our company has been using Acefone from the beginning and we have never had any issue with the service. Their support is amazing, always happy to help and always polite. If you are looking for VoIP, you cannot find a better provider.
Patryk Weglarz
United Kingdom
![trustpilot](https://www.acefone.com/assets/img/acefone/testimonials/trustpilot.png)
My experience has been very positive. The software is easy to use and integrates well with our existing system. The phone was configured in minutes by a remote technician. I've never had to ask for assistance over the last 12 months.
Gordon R.
Director, Airlines/Aviation
![capterra](https://www.acefone.com/assets/img/acefone/testimonials/capterra.png)
Acefone is easy to set up, thanks to great help from customer service. The software has many useful features. I chose Acefone because a real person talked to me and helped me pick what I needed. They resolved all my queries there and then.
William A.
Director, Financial Services
![capterra](https://www.acefone.com/assets/img/acefone/testimonials/capterra.png)
Acefone's onboarding process is great — the company helped me in every way imaginable. The support representative was really informative and patient with all my queries. The software appears to cover all bases as well.
Gemma L.
Proprietor, Accounting
![capterra](https://www.acefone.com/assets/img/acefone/testimonials/capterra.png)
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