VoIPTime – a new member of the Lviv IT Cluster

VoIPTime was founded in 2010, but its history started in 2009 when a group of specialists in the IP telephony and call center industries united in changing the Ukrainian market of call center software. The goal was set – to create a software solution that would boost the call center productivity and performance to another level that was unreachable before. Our company unites people who are experienced and skillful in managing and developing business processes in call center and IP telephony industries, from quality assurance and audit to development and setting up call center software solutions.

In 2010, VoIPTime dropped our first product – the software solution VoIPTime Call Center. It was the first Ukrainian call center software tool to automate outbound calling and optimize the workload and occupancy of call center agents. The unique algorithm, called Predictive dialing mode, allowed businesses to boost the cold calling performance of call center agents up to 3 times – 800 cold calls per 8-hour work shift compared to 240 calls if calling manually. 

Now the VoIPTime Call Center is the solution that optimizes all call center operations and processes and provides call center managers and team leaders with all the necessary tools to control agents’ efficiency and performance. It also automates outbound calls, provides multichannel customer service, monitors all call center operations, and provides users with real-time reports. It can also be integrated with third-party software – such tools as CRM systems, help desk software, and payment services are easily integrated with our solution via API. 

The average time for setup is less than 24 hours. The configuration and setup are provided in a few stages, including a detailed discussion about the customer’s individual needs. 

Since 2010, VoIPTime has entered foreign markets, including the USA, Bulgaria, Poland, Kazakhstan, and so on. Furthermore, we have developed other products, including VoIPTime CRM software for e-commerce businesses.

Our mission is not only to develop software that will solve business problems and challenges but to engage with customer challenges and help them set up and maintain a call center that will fulfill customers’ personal needs and requirements. Our personalized approach defines understanding what customers need to become successful and provide modern customer service. 

We focus on defining customer problems and pain points of their business and providing a detailed audit of all business processes, including an audit of the IT infrastructure and current principles and processes that define the customer service strategy. We provide customers with detailed guidance about improving customer service and the call center’s performance in all aspects of its operations. Thus, our priority is to provide customers with a software solution that will cover their needs and all the needed knowledge to help customers overcome competition in customer service.

The best evidence of our efficiency and client-oriented approach is our satisfied and successful customers. Our team provides setup, maintenance, and stable functionality of cloud-based and on-premises call center solutions for the following industries: financial companies, banking, insurance companies, government institutions, e-commerce businesses, heavy industries, outsourced call centers, customer service departments in different enterprises, and so on. VoIPTime is the fourth-time winner of the G2 High Performer Award and also the winner of numerous awards from famous software review resources, such as Software Suggest, Software Advice, and Finances Online.

When the russian invasion of Ukraine began, our company ended all relationships with Russian and Belarusian markets and refused to continue relationships with companies who wanted to keep functioning in these markets of countries that organized and supported this illegal aggression. Besides all, the company provides not only Ukrainian businesses with discounts and special offers for call center software solutions but also offers free access to our software for charity funds and volunteer organizations that support the Armed Forces of Ukraine and Ukrainians who have become victims of russian aggression. One of the last cases is our fruitful collaboration with legal aid and volunteer organizations that help Ukrainian people who live in occupied territories or territories where active warfare is going on. Being active and useful where we can do it is our main principle.

“Becoming a member of Lviv IT Cluster is an honor for us. We not only appreciate cooperation and partnership with other members of the IT Cluster, but we also want to be helpful where and when we can. We hope that this cooperation will be useful not only for our team and other members of the IT Cluster, but also for the entire industry”, Bohdan Knomyn, the founder and owner of VoIPTime says.

“We are pleased to welcome VoIPTime to the Cluster. We are convinced that participation in the largest business community in the country will be a great opportunity to realize your ideas and plans and support the projects we are actively working on,” adds Stepan Veselovskyi, CEO, Lviv IT Cluster.