MightyCall’s achievement in the G2 Awards is a testament to our dedication to meeting and exceeding customer expectations. G2, a platform known for its detailed software reviews, bases its awards on user feedback and market presence data. To be acknowledged, a product must have received at least 50 approved reviews in the previous year. Among 485 products, MightyCall was ranked 35th in the Best Customer Service Products category, a clear reflection of the positive impact of our solutions on our users’ businesses.

This recognition is significant because it is based on the genuine experiences and satisfaction of our users. Being part of this select group shows MightyCall’s importance in the technology sector and our role in advancing customer service solutions. Here are a few kind words our users had to share over the past year:

“After using the MightyCall our agent’s accountability has been increased as we can monitor live calls and provide call center report to them. We can set our call flow design and recorded greeting messages for our callers with AI feature to monitor call quality. That’s why surely recommended to my colleagues.” – Shweta.R, Marketing Support Specialist

“The price seemed too good to be true, and I thought they must compromise functionality for it – in fact, they do not! They simplified the experience and the system to be a modern phone system, compared to 90% of others who feel like they were programmed in the 90s. Review collected by and hosted on G2.com.” – Verified small business user

“Business portability without exposing personal phone numbers. Being able to have customers reach me and me reach them while in the field is a must, and MightCall allows me to do this without handing out our personal cell phone numbers. It has also replaced the digital phone system that I had before, and allows me to customize voicemail and calling hours. Allowing so much flexibility on the answering system setup and giving the customers an option to ring through after hours for emergencies. And give us instant access to Voicemail from anywhere.” – Rainer T., CEO 

As we celebrate this achievement, we want to thank our users for their trust and feedback, which continue to inspire our work. This award is a reflection of our shared commitment to providing solutions that make a real difference in the way businesses connect with their customers.

To everyone who has been a part of our journey—our users, partners, and team members—this achievement belongs to you. Together, we are making a mark in the industry and driving the future of customer service technology.

Thank you for being with us on this journey. Let’s keep moving forward, creating, and leading in the digital world.

The post MightyCall wins G2’s Best Software 2024 Award first appeared on MightyCall.

This feature is available for MightyCall Call Center users on the Core, Pro and Enterprise plans. Let’s dive into the details of the powerful functionality offered by MightyCall.

Download the MightyCall desktop app: Windows 64-bit or Windows 32-bit

1.0 Windows OS desktop version: what’s inside

With the 1.0 version you can carry out all the scenarios just like on the web version of MightyCall. It provides routine work functionality of the MightyCall service included in your plan and set up for your communication purposes.

Namely, you can:

• Make and receive calls from the app
• Send and receive SMS and MMS
• See all the data coming through your integrations
• See your call log and call reporting and analytics
• Use webphone and features like call transfer and adding participants to a call
• Leave internal notes for call activities
• Users get access to their agent and supervisor workspaces in accordance with their role
• Live call monitoring for supervisors
• See contact information and history of communication
• Change your status (available or do not disturb)
• Access the help section

Important note: the current version doesn’t have the tabs for building account settings. To enjoy the full experience from the MightyCall desktop version, you need to first make sure all the account settings are in place before signing into your account through the desktop app.

Click-to-call

The click-to-call feature, available with the MightyCall desktop app, simplifies the process of making phone calls by reducing the need to manually copy and paste phone numbers into the system for further dialing. With just a single click, you can instantly dial numbers found on websites, text messages, emails, or within your CRM when using the MightyCall desktop app. This feature enhances your team’s efficiency by making every phone number clickable and ready to be dialed in literally a second.

Technical details

To have a seamless experience using the MightyCall desktop app, some functional requirements have to be met. Before you start using it, check you have completed all the necessary steps:

• Use the latest version available. We’ll notify you when an update is rolled out, so feel free to hit the Update button.
• MightyCall is a cloud-based service, so make sure you have a good internet connection.
• Allow access to your microphone. Without it, the people you talk to through MightyCall will not be able to hear you.

Coming soon

Even though the 1.0 release is a fully functioning app, the MightyCall team is not going to put the developing process on hold. On the contrary, we’re planning to continue improving the desktop application to match the full set of capabilities available on our web-based version.

What to expect:

• Desktop macOS ecosystem application release
• Adding the tabs with account and profile settings to avoid the need to go the web version if you need to change something

We’d like to emphasize that the 1.0 release already represents a fully functioning app, and there’s no sacrifice for the working process. However, all the expected updates will guarantee a more complete spectrum of product sections. And, as you can see from our previous year’s accomplishments, the MightyCall team works fast and these updates won’t leave you waiting.

Desktop app advantages

Always stay connected

Divide your workspaces into current tabs open for ongoing tasks and apps for background activities. This way, you won’t miss calls and messages after closing a tab in your browser by accident.

Reduced browser dependency

You won’t have to rely on a specific browser or worry about browser-related issues affecting the app’s performance. Minimize variables to ensure peak performance.

Impeding update process

Desktop apps have more streamlined and less intrusive update processes, which ensures you always have the latest features without disrupting your workflow.

Experience it firsthand

MightyCall’s mission is to allow all small and mid-sized businesses to have a tool to build communication their own way. No matter how specific your case might seem, our features provide an ultimate solution for any business communication challenges. In addition, the MightyCall team is constantly working on advancing the product and user experiences, and the desktop release is yet more proof of that.

If you have any unanswered questions, please read our detailed support article or contact our friendly support team for quick assistance. Otherwise, get your account set and ready and download the desktop app to maximize your experience.

The post MightyCall Releases Desktop App for Windows first appeared on MightyCall.

G2 Winter 2024 VoIP Leader Award

MightyCall’s VoIP service has been recognized with the G2 Leader Award. You’re using a service that other users love for its reliability and quality. If you’re in a call center, you can expect clearer calls and happier customers. If you’re a small business owner, this means a dependable service that grows with your needs.

High Performer in Call Center

Our users can expect the best available call center features, better customer service, and consistent updates.

“Mightycall is complete set packages that offers multiple advantages from call routing to call recording. Because of Mightycall, business management has been enhanced.”
Aakanksha K.

High Performer in mid-market VoIP

As a High Performer in mid-market VoIP, MightyCall demonstrates high customer satisfaction. You have successfully provided your call center with a modern solution for your employees to love.

“The price seemed too good to be true, and I thought they must compromise functionality for it – in fact, they do not! They simplified the experience and the system to be a modern phone system, compared to 90% of others who feel like they were programmed in the 90s.”
User in Non-Profit Organization Management

Most Implementable Small Business in VoIP

The Most Implementable award in VoIP highlights how user-friendly MightyCall is. Setting up is a breeze, meaning less downtime for your business and more time connecting with your customers.

“The workflow setup and user setup is easy to use and modify. Option of both a cell phone app and a web portal, gives more usability and is great for in office only employees.”
Rainer T.

Best Meets Requirements Small Business in VoIP

This award signifies that MightyCall is attuned to your specific business needs. Whether you need scalability or a rich feature set, MightyCall is there to support your growth and adapt as you do.

“You can very simply customize how to direct your calls through a main line number and send to specific employees/departments. They make the UX easy to understand and navigate. “
User in Non-Profit Organization Management

Leader Americas in VoIP

This award means MightyCall is a top choice in the Americas. You’re part of a large community of satisfied users who rely on MightyCall for their daily business communications.

“It’s a great work-life balance solution. Being able to customize my businesses call times so that my phone doesn’t ring during off hours is a big win. Improves customer-facing professionalism of the company with extensions and directories to “customer service”, “billing”, and “the next available agent” although all three may be handled by the same person.”
User in Professional Training & Coaching

About G2

G2 is the leading business solution review platform, offering over 1 million user reviews to help businesses make informed decisions. G2 provides real, timely reviews from users, offering critical insights into software and services.

About MightyCall

MightyCall is here for businesses of all sizes, offering a VoIP service that’s not only award-winning but also user-approved. With a focus on providing effective communication solutions, we’re proud to support over 25,000 organizations globally. MightyCall is dedicated to helping your business succeed through top-tier communication services.

The post MightyCall Wins the 2024 Winter G2 Awards first appeared on MightyCall.

Keeping the pulse on the modern world’s demand for growth and advancement, MightyCall has not only kept pace and introduced numerous product advancements, but redefined what customers should expect from VoIP solutions going forward.

As we reflect on 2023, let’s look at MightyCall’s highlights and illuminate once again the enhancements made in how we are transforming business communications.

Awards

MightyCall expanded its G2 award collection and received 4 G2 Leader VoIP Awards for each 2023 season. Hard work pays off!

But something we take special pride in is getting G2 awards in the Contact Center category. Some other award highlights include

• G2 Summer 2023 Small Business Contact Center Leader Award
• G2 Summer and Fall 2023 Momentum Leader in Call Center Infrastructure (CCI) & VoIP Award
• High Performer Fall 2023 Mid-Market VoIP

Let’s look closer at the call center software that got us all this praise within the first half year of the solution’s existence.

The call center release

We started big by releasing the MightyCall call center solution, which the MightyCall team has been working on for years. This was a defining moment to finally show the world the reborn version of MightyCall. Collected over decades, our expertise in the telecommunication industry and a deep need analysis for an enterprise-grade led to a robust service for big market players delivered by MightyCall in 2023.

Look at the 2023 MightyCall call center key features:

• Supervisor Workspace: all-in-one online call center management and overview of call center operations.
• Live Call Monitoring: use one of the available methods: call listening, call barging, call whispering, or call intercept, depending on the case—to level up service level.
• Agent Workspace: cohesive call log with messages, calls and attached documents.
• Call Transfer: transfer calls to other users with a click of a button.

With all these features alongside time-tested VoIP communication tools such as call flow builder, voicemail, call recording and many others, MightyCall can now claim to have become an all-in-one cloud-based software customizable for any industry and communication needs.

New call log feature in MightyCall

Coming from the needs of data-driven enterprise companies, it was clear a Call Log was not enough. So, the MightyCall team revealed the Reports tab where every digit’s worth is withdrawn from your communications points. Filter various call properties and simplify manager work with a place where they now can monitor the statistics of all incoming and outgoing calls and review internal calls.

In addition, users can have limited access to call volume depending on their roles and permissions, which takes us to our next product setting released in 2023—user roles and access.

User roles and access

Thanks to this advanced privacy settings feature, MightyCall customers can now control what sections of the MightyCall profile are visible to specific users. The three roles are: agent, manager, and administrator.

Each role opens more access to information, but you can still customize the access settings for each user: access to business numbers, messaging, voicemail, call flows, and account management for individual team members. Such a tailored approach guarantees your employees only get a view relevant to their tasks and ensures confidentiality of sensitive data.

SIP trunking

MightyCall has recently introduced SIP trunking, allowing users to connect their PBX systems to the internet rather than using traditional phone lines. This service supports high-volume call handling by managing multiple calls over a single trunk and enhances call quality, vital for professional interactions.

It’s good to know that SIP trunking integrates with CRM software and includes advanced features like IVR and call queue management, crucial for efficient call center operations, which overall makes it a robust solution for modern business communication needs.

Mobile app 2023 new features

STIR/SHAKEN

We value call security and trust for business number services immensely, which is why MightyCall now has the STIR/SHAKEN feature integrated in the service. This framework ensures that calls made from MightyCall numbers are trusted and comply with Federal Communications Commission regulations, thereby avoiding spam filters and bolstering business legitimacy.

MightyCall informs users about the attestation level of incoming calls, indicating trustworthiness through three levels: fully attested, partially attested, and unverified. Seeing these levels displayed on the incoming call screen helps users make informed decisions about if they will answer or not.

Voicemail-to-text & SMS translation

We have always known MightyCall serves businesses with diverse clientele and different language speakers. This year we made their interactions easier by allowing them to translate voicemail-to-text and SMS translation with one tap right in the MightyCall app. Now MightyCall customers are a step closer to eliminating borders in their business communication.

Dial pad revamp

The dial pad design is also a major development, as we also value both style and functionality in the user experience. In 2023 some attributes were edited such as new buttons, higher readability and an overall more modern design. On top of that, when receiving a call, MightyCall users can see a connection quality indicator to show how strong the internet connection is at the moment. It helps to choose the right calling method before making a call: IP telephony, mixed method, or cellular network.

Integration updates

Zapier

MightyCall has become an official partner with Zapier this year and there’re now even more integration features available in our app. This integration enables automatic information transfer between MightyCall and top CRM platforms like Zoho-CRM, Hubspot, Salesforce, Pipedrive, and others, streamlining contact and lead management.

Beyond CRM systems, the Zapier integration extends to daily use apps like Calendly, Slack, LiveChat, Zendesk, Gmail and Google Docs, among others. This comprehensive connectivity offers businesses an invaluable tool for enhanced productivity across various platforms.

HubSpot communication intelligence

With the newly introduced integration feature you can now say goodbye to the hassle of manual note-taking. HubSpot’s conversation intelligence technology offers powerful features to enhance call management and analysis. It transcribes calls, clearly distinguishing each participant, which allows easy post-call analysis.

Users can share entire conversations or select parts with team members, ensuring everyone stays informed, whether it’s about sales strategies or customer service practices. Additionally, HubSpot enables tracking of specific terms within conversations, facilitating the creation of detailed reports and ensuring vital details are not overlooked.

What to expect further

2023 has been a breakthrough year, allowing MightyCall to show its real might and not only stay on top of VoIP performance by advancing the features we already had, but also to get a confident start on the call center market.

Stay tuned as we’re planning to unveil some of our exciting 2024 plans very soon! As always, a genuine thank you to our customers, who have been so supportive all year. Thanks to you, we’re now more determined than ever to improve MightyCall’s user experience and stay on top of customer communication!

The post MightyCall’s milestones achieved in 2023 first appeared on MightyCall.

How will it help my business?

Discover how our SIP trunking solution can transform help your business:

1. High volume call handling: Call centers with high inbound and outbound call volumes benefit from SIP ability to handle multiple calls over a single trunk, enhancing call handling efficiency.
2. Dynamic call capacity scaling: In peak seasons or promotional periods, it allows call centers to quickly scale up their call capacity without the need for additional physical lines and scale down just as easily when demand decreases.
3. Enhanced call quality: Trunking can provide superior voice quality compared to traditional telephony, which is crucial for maintaining professional standards in customer interactions.
4. Disaster recovery and business continuity: In case of local disruptions or disasters, trunking ensures continuity of call center operations by enabling rapid rerouting of calls to alternate locations or remote agents.
5. Network and infrastructure consolidation: Trunking allows call centers to consolidate their voice and data networks, leading to reduced infrastructure complexity and maintenance costs.
6. Integration with existing call center technology: Call centers can integrate SIP with their existing VoIP-based systems and Customer Relationship Management (CRM) software, enhancing the overall efficiency and effectiveness of their operations.
7. Customized call routing and management: Trunking enables advanced call routing, such as IVR systems and queue management, which are essential for efficient call center operations.

If your company handles a large volume of calls, you can consider implementing SIP Trunking to help you keep it flowing.

The post Take a SIP of MightyCall’s New Trunking for Call Centers first appeared on MightyCall.

Voicemail-to-Text Translation

We’ve all experienced the hassle of sorting through voicemail, especially when there’s a language barrier involved. Our new

Voicemail-to-Text translation feature was made just for that. Now, instead of playing a voicemail multiple times to understand what it says, you can:

• Instantly Convert: With a simple tap on the ‘Translate’ button, the MightyCall app will not only transcribe the audio but also translate it into your chosen default language.
• Easy Accessibility: Translated voicemail messages are displayed directly within the app, allowing you to quickly grasp the essence of the message without having to listen to it.

This feature aims to make your life simpler by converting voice messages into text, making them easier to digest, save, and refer to later.

SMS Translation

But we didn’t stop at voicemail. Real-time SMS translation is another feature that we believe will improve the way you interact with multilingual customers and team members.

• Real-Time Translation: A quick tap on the ‘Translate’ button adjacent to each SMS translates the text into your preferred language in real-time.
• Maintains Originality: The translations are performed without altering the original text, ensuring that you have both versions for reference.

The Power of Cloud-Stored Dictionaries

Both features use cloud-stored dictionaries for translation. This means that the accuracy and speed of translation are second to none. The app will prompt you to download them the first time you try to use the translation features.
Language should never be a barrier in effective communication. With Voicemail-to-Text and SMS Translation features on the MightyCall Android and MightyCall iOS apps, you are a step closer to handling business communications your way easy for businesses everywhere.
So why wait? Try these features today and take your business communication to the next level!

The post New in MightyCall Mobile App: Voicemail-to-Text & SMS Translation first appeared on MightyCall.

Role-specific access

The Call Log, found under the Reports tab, provides a detailed record of calls for a specified time frame. Access varies depending on the user’s role:

Agents:

• Can view incoming calls directly addressed to them, those received as part of a group, and outgoing calls made by them.
• Have access to certain call and voicemail records based on their workspace permissions.

Managers:

• Can monitor all incoming and outgoing calls associated with their business numbers.
• Can review internal calls they’re involved in and those between agents.

Administrators:

• Have access to all calls on the MightyCall account.

Customizable page layout

The Call Log page offers a range of data columns:

• Call Start Time: Provides the start time of calls.
• Direction & Result: Shows if the call was inbound, outbound, or internal and its outcome.
• Contact: Displays the external call’s origin or destination and the recipient agent in the internal calls between agents.
• Call Owner: Indicates the primary agent for the call.
• Participants: Lists team members and all call participants involved, including external numbers.
• Recording: Allows users to play back, share, or download the call.
• Note, Total Duration, Call ID, Workgroup, and more: Additional details about the call.

Columns can be customized for visibility, and data is exportable as a CSV file.

User-friendly filters

The Call Log has a variety of filters:

• Direction: Distinguishes between inbound, outbound, or internal calls.
• Result: Offers insights into call outcomes.
• Business Number: Filters data by specific business numbers.
• Employee & Workgroup Filters: Useful for Managers & Administrators to isolate data by team or individual.

Additionally, the Time Periods function allows users to customize the time frame for displayed data.

What will you get from it?

1. Transparency & Accountability: With role-specific access, each team member knows exactly which calls they need to attend to. It fosters a sense of responsibility as every call is logged and attributed to a specific individual or team.
2. Efficient Data Management: Customizable layouts and filters mean businesses can quickly get the information they need, optimizing the call-handling process.
3. Informed Decision-Making: Recording features and detailed logs can help in training, quality assurance, and compliance. It also helps in making data-driven decisions for customer service improvements.

Let’s get more specific:

Imagine a situation where a client claims they called twice regarding an urgent issue but never got a response. Without a detailed call log, resolving this might become a game of he-said-she-said. However, with MightyCall’s Call Log, the manager can quickly filter out calls from that particular client, see when they called, which agent handled (or missed) the call, and even listen to the recording. This data enables the business to address the issue proactively, ensuring customer trust remains intact.

What’s next for the Reports feature in MightyCall?

In its quest to continuously enhance your experience, MightyCall is planning for more updates in the available tools. Eventually, you’ll be able to delve even deeper into call analytics:

1. Individual & Group Performance Analysis: Future reports will allow you to review the performance metrics of individual agents, workgroups, and business numbers, giving you a granular look at operations. By comparing these metrics side by side, you can identify areas of excellence and areas that might need additional training or restructuring.
2. Introducing Key KPIs: Recognizing the significance of certain metrics for call centers, we’ll be integrating pivotal indicators like Wait Time, Service Level at any given period of time, Talk Time, and Hold Time. These KPIs are crucial in understanding your call center’s efficiency, helping you streamline operations and improve customer satisfaction.
3. Comparative Analytics: With the ability to compare different agents or groups, you can foster a healthy competitive spirit within your team, setting benchmarks for success. This not only helps in better team performance but also in setting realistic goals.

MightyCall’s updated reports provide a more detailed and navigable overview of call interactions. This ensures stakeholders, from agents to administrators, have the data they need to enhance communication processes.

The post Introducing the New Call Log Feature in MightyCall first appeared on MightyCall.

Leader Fall 2023 VoIP:

This award demonstrates the significant satisfaction levels of MightyCall’s VoIP users. The G2 Leader Award is proof that MightyCall’s commitment to providing superior service hasn’t gone unnoticed. Customers frequently commend MightyCall’s straightforwardness and reliability:

“…for Mightycall, is the best virtual calling system which is designed for my business type as we can analyze our call during or after the call and generate call report, we can easily create a conference call with our clients so I will surely recommend it to my corporate friends.”

Rahul R. Enterprise Senior Technician

High Performer Fall 2023 Mid-Market VoIP:

MightyCall’s ability to appeal to a variety of markets is clear with this recognition. We understand the unique communication challenges faced by mid-market clients. To cater specifically to these needs, we have enriched our service with advanced Supervisor Workspace and Call Monitoring features. We remain dedicated to continuous improvement and welcome your feedback on this latest addition.

“We can analyze our agents’ calls with help of live call monitoring and provide them feedback which helps us achieve higher productivity. With the help of MightCall we can create conference call.”

Shweta R., Mid-Market Marketing Support Specialist

Momentum Leader Fall 2023 VoIP & Call Center Infrastructure:

This double recognition indicates that MightyCall is not just resting on its laurels. The company is on an upward trajectory, gaining momentum, and continuously innovating in both the VoIP and Call Center Infrastructure sectors.

“With the help of MightyCall now we can easily analyze our calls with the help of the dashboard we have multiple options like call barging, agent report, call listening and many more which help my business to grow further. In MightyCall we create a group and make our conference call while sitting at any place and the best part is that they use artificial intelligence to monitor call quality.”

Rahul R. Enterprise Senior Technician

Leader Fall 2023 Americas VoIP:

Americans love us. MightyCall’s commitment to American businesses is substantial. This recognition emphasizes the platform’s resonance with users in the Americas, mirroring its widespread approval and significant market presence.

“My marketing agency has team members all over the USA. As a result, no one is there to pick up one ringing landline in the office so mighty call solves this problem for me.”

Small-Business Verified User in Marketing and Advertising

Best Meets Requirements Fall 2023 Small Business:

When it comes to meeting the unique and diverse needs of small businesses, MightyCall is second to none. Their suite is not only comprehensive but also precisely tailored to address the challenges and needs of small businesses.

“I bought it for the call recording feature but was impressed with other factors as well. The best thing I like about MightyCall is that I can expand my business without adding additional user costs. I went from 1 to 7 people and was able to keep the cost consistent by providing them with line extension that went to their mobiles. This was especially helpful during summer internships when we added 4 more users for 3 months. At one point I needed an answering service to answer my calls and the setup to add them worked well with the system. Also the service was quality–I’ve used VOIP services in the paste that have spotty connections and robotic tone when it cuts out that lets you know you’re on a VOIP call. I’ve never experienced that with MightyCall.”

A Small-Business Verified User in Professional Training & Coaching

A Glimpse into G2

G2 is a leading tech marketplace, assisting businesses in their software selection process. Featuring over 300,000 authenticated user reviews, it aids over a million buyers every month in making informed decisions.

Zooming in on MightyCall

MightyCall, one of the most feature-rich VoIP providers, has consistently been distinguished with multiple industry awards. The G2 Fall 2023 Awards are the latest in a series of recognitions that include the Inc. 5000 list, IT World Awards, and more. With a clientele spanning over 10,000 organizations globally, MightyCall maintains its high standards in customer communication solutions.

The post MightyCall’s G2 Fall 2023 Awards: A Testament to Excellence first appeared on MightyCall.

Here’s what that means:

G2 Summer 2023 VoIP Leader Award

We’ve made you happy. The G2 Leader Award means that MightyCall’s VoIP users have consistently been leaving positive reviews of our service, marking it as better than other alternatives on the market:

“It [MightyCall] checks all of the boxes without all the useless fluff that a lot of other phone companies seem to have. We have tried so many different providers, but none have held up to MightyCall!”

Erika W., Small Business

“[What problems is MightyCall solving and how is that benefiting you?]
Through this app we can call the international customers very easily without any technical or connectivity issues and this is the certified app. We also have support if we have any issues.”

Sony C., Small Business

“As we have to call the users, and not only 1-2 calls but more than 1000 calls per day, so for us, it is benefitting a lot. We can even easily forward the calls, record, and revert the calls.”

Suvi P., Small Business

G2 Summer 2023 Small Business Contact Center Leader Award

We love small businesses, and the feeling is mutual. MightyCall grows with its clients, and after MightyCall launched the Cloud Call Center functionality, its customer base has expanded alongside it. Our clients appreciate the ever-growing feature set, quick support, and the intuitive interface:

“MightyCall is solving all call listening, call intercept, and everything you might need for your business. This has definitely helped my business performance increase.”

Verified User in Public Relations and Communications, Small Business

“[What do you like best about MightyCall?]
The easy-to-forward numbers from one team member to another. We love that all calls are recorded, making it very easy to ensure that no one falls through the cracks. LOVE LOVE LOVE how easy the call direct and warm call transfers are.”

Zelma L., Small Business

“I love the quick responses from the support team!”

Verified User in Non-Profit Organization Management, Small Business

G2 Summer 2023 Momentum Leader in Call Center Infrastructure (CCI) & VoIP Award

We are growing fast. Users are shifting from other providers to MightyCall and are happy to stay:

“Setup and call flows are really nice. The technical support is responsive and excellent. The built-in SIP support is really a winner for us. We were previously using eVoice and it can only forward out to existing phone numbers (which themselves become spam call traps). This is so much better.”

Leon W., Small Business

“We have a small team and a phone number that people often text. Some systems we have used gave us an extension but wouldn’t let us view messages, calls, or anything our teammates were working on. This is fine if you are a regular worker but, as the COO this should always be available to monitor. Other systems would not allow us to use our phone number to text from because we assigned it with an auto attendant. So we were not really able to use our phone number that we put out into the world on our marketing.”

Erika W., Small Business

“What problems is MightyCall solving and how is that benefiting you?
Calling international clients for urgent support issues and troubleshooting. The ability to call anyone across the globe is a very valuable feature in customer support.”

Kshitij J., Technical Support Team Lead

What is G2?

G2 is the biggest and most reliable tech marketplace in the world, where companies can research and find software. Through user evaluations, G2 Crowd enables clients to select the top tech services on the market. G2 creates a remarkable and unique B2B marketplace by offering over 300,000 verified user evaluations to more than one million purchasers each month.

What is MightyCall?

One of the nation’s fastest-growing business phone service providers, MightyCall has won several prestigious industry awards, including the Inc. 5000 list, IT World Awards, Fastest Small Business Implementation by G2 Crowd, Top Performer Award from SourceForge, and more. Over 10,000 organizations worldwide are presently supported by MightyCall in achieving the most effective customer interaction.

The post MightyCall Wins Three G2 Summer 2023 Awards first appeared on MightyCall.

Call center your way:

Bringing over 20 years of experience in virtual telephony to the table, MightyCall is a leader in the field of virtual telephony. Now, we’re setting our sights on call centers, with the goal to make call center communication feel effortless.

What’s new:

The MightyCall Call Center comes loaded with an innovative suite of features, specifically designed to meet the unique needs of call centers managing virtual communications.

Key features include:

1. Supervisor Workspace: A designated area for supervisors to manage and overview call center operations.
2. Agent Report: Detailed reports on agents’ performance to facilitate analysis and improvement.
3. Call Transfers, Tracking, and Notes: Manage calls efficiently with easy transfer capabilities, call tracking for performance analysis, and call note-taking for record-keeping.
4. Live Call Monitoring: Empower supervisors to provide real-time feedback, monitor call quality, and take over calls when necessary:

• Call Listening – in which a supervisor listens in on a live call without interfering, takes notes and provides feedback later.
• Call Barging – in which a supervisor jumps into the on-going call to help a struggling agent and talks directly to the customer.
• Call Recording – this method does not involve real-time monitoring. Calls are recorded for review at a later time.
• Call Whispering – in which a supervisor talks directly to an agent during a call without the customer’s knowledge.
• Call Intercept – when the agent is disconnected from the call, and the supervisor takes over the conversation directly with the customer.

Trends you will recognize

The MightyCall Call Center will contain the same features as our base product, MightyCall, but with additional call center functionality:

Unwavering Customer Support:

Behind every great product is an even better support team. That’s one thing that doesn’t change with our new MightyCall Call Center solution. We’re committed to providing the same excellent standard of customer support that our users have come to expect from us. Our dedicated support team is always just a call or click away, ready to assist you with any questions, troubleshooting needs, or even just tips to get the most out of our product. With MightyCall, you’re never navigating the communication landscape alone. We’re with you, every step of the way.

See for yourself:

In the world of digital communication, one size definitely doesn’t fit all. That’s why we’re excited about our new MightyCall Call Center solution, designed with adaptability at its core. We understand that every business has unique needs and challenges, and our solution is built to be tailored to meet those exact requirements. With our customizable settings, you’re not just getting a new tool, but a versatile communication partner that aligns with your business goals. So, whether you’re aiming to streamline your workflow, better connect with customers, or enhance team collaboration, we are here to support you. Here’s to creating a communication solution that is uniquely yours.

The post The Next Step: MightyCall Reveals Its Call Center Solution first appeared on MightyCall.

MightyCall’s first major news of 2023 is the rollout of new and improved functionality: Role Management and User Permissions, anticipated by many of our customers.

Already available in your MightyCall profile, this important update makes teamwork more efficient, fast, and secure. Extending the former role-based user functionality, it now has more levels of access and custom permissions for your team members.

Want to learn more? Let’s take a look inside!

What’s This Feature About?

Roles and Permissions are an important part of account management and teamwork. It is an advanced privacy setting that controls what sections of the MightyCall profile are visible to specific users. With this setting, you can control access to business numbers, messaging, voicemails, call flows, and account management for individual team members. This makes it easier to decide which employees handle which calling tasks and the level of account access that each team member has.

New Benefits in a Flash:

• 3 user roles (Agent, Manager, Administrator) instead of 2 – An updated user hierarchy for more flexibility and custom privacy settings
• A whole new “Manager” role – To grant wider communications permissions but limit access to sensitive account information
• 3 brand-new access levels – These will help you set custom permissions to access calls, SMS, and voicemail
• Permissions based on business numbers – Limit or extend business number availability for team members.
• New layout for the Team Section – To quickly and effortlessly modify settings

Then vs. Now

Former version

User roles in MightyCall used to be limited to just two options: Users and Administrators. As a result, many teams faced a kind of “all-or-nothing” privacy scenario. Team members assigned with the User role had limited communications and management permissions, while Administrators had total control over the account.

This version, while providing standard utility, wasn’t flexible enough for many of our customers and their team members who wanted more options for customization. For example, when you need to onboard new employees and then effortlessly expand their access; or have contractors and in-house workers, and need to distribute privacy settings, two options aren’t enough. That’s why we set off to create permissions that you can edit at any time, depending on the changes within your team.

New version

The major difference is the new distribution of roles which has now extended to three, and the absolutely new permissions within these roles. The settings allow for maximum flexibility and are easy to change.

Agent – Agents have basic access to calls within permissions set by their Administrators. There are 3 permission tiers for Agents:

• Personal – access only to calls this specific person has made or received; 
• Calling group – access to calls made by the Calling Group that this user is part of. This level includes the Personal level.
• Call Flow – access to calls in the Call Flow the user is part of. Admins can also select the business number(s) with which the Agent can make/receive calls and messages. This level includes access to the previous two levels.

Manager — A new and most flexible setting. Based on how you set the permissions, a Manager can have a bit more access than an Agent, or nearly all the privileges of an Administrator. A Manager may be given access to the following profile sections: Team, Call Flow, Numbers & Widgets, Account. Admins can also select the business numbers the Manager has access to.

Administrator – Admins have full access to the profile settings and account. They can freely add, manage, and delete Admins, Managers, and Agents.

Compare and Contrast New Privacy Controls

Let’s take a quick look and compare the workflow and privacy options you can expect from each role.

⋆ depends on access provided by the Administrator
⋆⋆ depends on access provided by the Administrator or Manager

Updated Design and Functionality

With the new functionality in mind, we’ve also reworked the Team section. All users will have access to the new Team section where they can view both individual users (teammates) and groups, and see their Availability Status and other information.

However, the visibility of this section will vary for each user, based on the set permissions. For example, Agents can not have access to sections with Account information, while Managers may have access to Agents’ Accounts, depending on permissions set by the Admins.

Ready to Start Working Better?

MightyCall’s new role-based access levels are available on all plans for 3 users and above.

If you’re currently an Admin, and are ready to try the new capabilities, just go to the Team section of your MightyCall profile. Under “Users”, you’ll see a list of all your current teammates. Click on their name to see the user card. Below their personal information, you’ll find a section called Roles&Access. Right there you’ll see checkboxes for the permissions we talked about above, and will be able to change them anytime.

Important: If you don’t want to use the new Roles and prefer to keep the former setting, you don’t need to make any changes in your profile. New roles won’t be applied automatically.

If you have any questions, read more here [link to support] or reach out to our Support team at +1 (888) 256-8312 ext.2 or support@mightycall.com.

The post Manage Your Team Easily With Improved User Roles and Permissions first appeared on MightyCall.

When you purchase a business number from MightyCall, our call verification feature ensures your calls are trusted, avoiding spam filters and demonstrating that your business adheres to call traffic regulations implemented by the Federal Communications Commission. This addition strengthens connections with customers and partners while reinforcing your business’s legitimacy.

Additionally, MightyCall provides information on the attestation level of incoming calls. 

For example, a fully attested call (Level A) is given a green checkmark, as it confirms that the service provider knows the caller and verifies their right to use the displayed phone number. Armed with this valuable insight, you can decide whether or not to answer each call.

Level B, the partially attested calls, indicate that the service provider knows the caller but is uncertain if they have the right to use the displayed caller ID.

Level C – unverified calls: For this level, neither of the above conditions is true, and the caller can’t be verified. In this case, MightyCall will not display a green checkmark and allows you to make the decision whether you want to answer the call.

The post Elevate Trust, Legitimacy, and Control With MightyCall’s New Security Feature first appeared on MightyCall.