1.Virtual phone numbers Get personal, local, and toll-free numbers from 100+ countries. Allow your customers to call you at standard local rates or free of cost.

2.Interactive Voice Response (IVR) Configure multilevel IVR trees to help your callers reach the right team or agent. Welcome your callers with custom messages by setting up a text-to-speech recording or uploading an audio file.

3.Call queues Organize your agents into teams and easily route calls to the relevant group. Choose whether they’ll receive calls simultaneously or in sequential order.

4.Queue performance Closely monitor the performance of various agent teams by tracking special KPIs, such as average call duration, maximum waiting time, and longest call.

5.Call listening, whispering, and barging Quietly tune in to calls and monitor them in real time. Interact with your agents behind the scenes, or intervene on live calls to ensure call quality and elevate customer satisfaction.

6.Call transfer Transfer a call to another agent or queue if you need help handling a caller’s request or if the caller wants to reach out to a different agent. Merge the calls to enable three-way interactions.

7.Voicemails and call back Allow your customers to leave a voicemail when you’re unavailable to pick their calls. Reach out to them swiftly with easy call back capabilities.

8.Power dialer Automate your outbound calls with outbound campaigns and improve agent productivity by refining the wait time between calls to leads and prospects.

9.Post-interaction CSAT rating Measure customer satisfaction by allowing callers to rate the quality of service offered by your agents.

10.Call disposition Easily identify call outcomes and categorize them accordingly. Track the call trends to identify areas for improvement.

11.Call notes Record the key points of your conversations during a live call and easily access them later for regular follow-ups.

12.Call analytics Make data-driven decisions with KPIs to measure productivity, detect any gaps in your customer interactions, and improve efficiency.