Features
Everything your team needs to deliver great call support
Smart call routing, queue management, agent workspace, AI summaries, analytics, and callbacks — all in one calm, thoughtfully-designed phone support platform.
Every call reaches the right agent
Intelligent routing based on agent skills, availability, and caller priority. Reduce transfers, cut wait times, and make every connection count.
- Skills-based routing with weighted matching
- Overflow handling and failover rules
- VIP caller recognition and priority lanes
- Department and location-based routing
- Time-of-day and holiday routing schedules
- Real-time routing rule adjustments
Organized queues your callers will appreciate
Give callers estimated wait times, position updates, and the option to request a callback. Keep your team focused while callers stay informed.
- Estimated wait time announcements
- Queue position updates for callers
- Priority queue lanes for VIP customers
- Configurable hold music and messages
- Queue overflow to voicemail or callback
Everything agents need, one screen
A unified desktop that surfaces caller history, account details, and internal notes the moment a call connects. No more scrambling for context.
- Caller info and history on screen instantly
- Inline notes and call disposition tagging
- One-click transfer, hold, and conference
- CRM integration with live data sync
- Canned responses and call scripts
- After-call work timer and wrap-up forms
James Lee
VIP · Acme Corp · 12 previous calls
CALL NOTES
Customer asking about invoice #4821. Wants to upgrade from Growth to Scale plan.
AI that listens so your team can focus
Automatic transcription, smart summaries, and action-item extraction after every call. No more manual note-taking or missed details.
- Real-time call transcription
- Automatic post-call summary generation
- Action item and follow-up detection
- Sentiment analysis and escalation alerts
- Searchable transcript archive
Call with James Lee · 8m 24s
Ended 2 min ago
Customer called about a duplicate charge on invoice #4821. Agent confirmed the error and initiated a refund. Customer also expressed interest in upgrading to the Scale plan.
Action items:
1. Process refund for $79.00
2. Send Scale plan pricing info
Insights that drive better call support
Track every metric that matters: call volume, wait times, resolution rates, and agent performance. Real-time dashboards and exportable reports.
- Real-time dashboard with key call metrics
- Average wait time, handle time & abandonment rate
- Agent leaderboard and workload distribution
- Peak hour and trend analysis
- Scheduled email reports
- CSV and API data export
Avg. wait time
1.4 min
-18%
Avg. handle time
6.2 min
-8%
CSAT score
96%
+3%
Calls handled
No one likes waiting on hold
Let customers schedule a callback at a time that works for them. Reduce abandonment, improve satisfaction, and smooth out call spikes.
- Self-service callback scheduling for callers
- Automated callback with queue position hold
- Preferred time window selection
- SMS and email callback confirmations
- Callback analytics and completion tracking
Sarah Kim
Today, 2:00 PM
Raj Anand
Today, 3:30 PM
Maria Perez
Today, 1:15 PM
Everything included
All the tools, one platform
No add-ons or hidden modules. Every plan includes the full set of call support capabilities your team needs.
FAQ
Common questions
Ready to transform your call support?
Start your free trial and see how smart call routing, AI summaries, and real-time analytics can level up your phone support.