Built-in call center
Provide phone support to your customers — inbound, outbound and callbacks — with a quick setup and immediate rollout.
What does built-in call center really mean?
Every call automatically creates a ticket in the same timeline with interactions from all other channels
The groups you create on the platform, apply to any support channel, including the call center
A caller’s information and history are right next to the call ticket – no jumping between tabs for context
Easily create and manage a global call center
Set up toll-free lines or add local numbers for all countries you operate in. Each line can have a dedicated IVR flow and business hours adjusted for agent availability.
Take and make calls seamlessly
With automatic ticket creation and call recording, agents can focus only on giving customers the quickest and most accurate solutions.
Route calls into queues
Create all the queues you need for routing calls to the right agents whether it’s by language, customer type, topic, or an agent’s level of expertise. Each queue can have pre-defined wait times, active hours and custom music or speech audio for on hold and waiting in queue.
Easily create and configure Interactive Voice Response (IVR) flows that direct calls to the appropriate queues based on customer input. This way, agents know what the calls are about before they pick up.
Optimize in real-time
Make decisions and improvements as you go with a live dashboard that shows the big picture. See how many calls are in queues and their wait times, what customers are calling about and how your agents are performing.
More capabilities to increase efficiency
Get a complete picture of your call center performance so you can address recurring issues or support gaps
Agents can mute calls, put callers on hold, invite other agents, or transfer calls to other queues or external numbers
Callbacks from anywhere
With unlimited help widgets in your product or website, you can let customers request a callback wherever they get stuck
Replay calls to train new agents, troubleshoot issues or make sure company policies are followed
Voicemail & callbacks
Instead of waiting in queues, customers can leave a voicemail or ask for a callback
Unlimited concurrent calls
Make and receive unlimited calls at the same time without sacrificing quality during peak hours
Create IVR messages just by typing them – no need to record anything
Voicemails from customers are
automatically transcribed on a new call ticket
Give agents time to write a summary of each call before they move on to the next one