Call Center Software Features

Make and Receive Calls

Use advanced call center software features from within your computer’s browser.

Call Recording

Record inbound and outbound calls, pause/resume live call recordings and listen to past call recordings at any time to ensure compliance with quality standards.

Call Control

Provide a seamless and professional experience with call center software call control features such as hold, mute, blind and warm transfers and call conferencing.

Call Queues

Enhance your callers’ call queue waiting experiences with features such as queue callback, queue to voicemail and custom music and messages.

Click-to-Call

Place calls directly from your favorite helpdesk, CRM, e-commerce platform or website.

International Numbers

Acquire local and toll-free phone numbers from multiple countries or port your existing phone numbers to optimize your global business.

Call Disposition Codes and Notes

Add call summary notes and disposition codes to your call log and integrated CRM to ensure that relevant customer information is retained.

Outbound Caller ID

Leverage automatic outbound caller ID selection to increase connection rates and save your team time.

Voicemail

With voicemail transcription, notifications, metrics and assignment you can easily keep your finger on the pulse of your company.

Unlimited Concurrent Calls

Maximize efficiency without compromising call quality with unlimited concurrent inbound and outbound calling.

Personalized Greetings

Ensure that every interaction with your company is personalized and professional with custom greetings, messages and prompts.

Business Hours

Easily configure business hours and associated call routing features to suit your evolving business needs.

Agent-to-Agent Calling

Promote collaboration within your team with one-click dialing to Talkdesk users on the same company account.

Contact Tags

Assign unique tags to your contacts to easily sort and search by tag, compile lists based on tags and quickly identify each contact by his/her tag.

Custom Fields

Keep track of relevant customer data with custom fields in contacts’ profiles.

Inbound Call Blocking

Compile a blacklist of phone numbers to ensure that bots and spam callers are disconnected immediately when they call your company.

Custom Agent Statuses

Display each agent’s status to the entire team to increase efficiency by making it clear when s/he is free to take calls.

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Advanced Routing

Route callers to the right agent, team or department based on custom criteria.

Automatic Call Distributor (ACD)

Route inbound calls to agents based on caller data, IVR selection, business hours and agent skills to optimize each caller’s experience.

Interactive Voice Response (IVR) System

Easily configure your multi-level IVR to ensure that each caller is directed to the right agent, team or department.

Skills-Based Routing

Match callers to the agents most qualified to meet their needs to increase customer satisfaction and first call resolution.

Forward-to-Phone

Forward calls to mobile phones, SIP phones or landlines to enable your team to remain connected, even when working remotely.

Ring Groups

Ring multiple agents at once to ensure that calls are distributed in the manner that best suits your business needs.

No Answer Call Forwarding

Route calls to an overflow phone number when all agents are busy to guarantee that every customer’s needs are met.

Intelligent Reconnect

When a customer reaches out following a dropped call, automatically reconnect them with the agent who fielded their original call.

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Business Tools Integrations

Sync information with your CRM, helpdesk, chat and e-commerce platform.

Seamless Integrations

Seamlessly integrate Talkdesk with your business tools, including Zendesk, Salesforce, Shopify and many others, to ensure that all customer data is available

Computer Telephony Integration (CTI)

Benefit from comprehensive call center software functionality from inside Zendesk, Salesforce and Desk.com with the Talkdesk CTI Widget.

Enhanced Caller ID

View information about callers, such as their names and phone numbers, in real-time.

Contact History

Automatically display customer interaction history in your browser, including previous calls, emails, chats and cases, so agents are well informed before every call connects.

Automated Workflows

Set up simple workflows to automate tasks and improve productivity. For example, when a call ends, the recording and data could populate into your CRM.

Create a Ticket from Talkdesk

Create tickets, cases, events, conversations and more in your integrated business tool without leaving the Talkdesk interface to streamline your workflow.

Contact Lists

Compile contact lists from your integrated CRM, Helpdesk or CSV file to enrich your database and streamline outbound campaigns.

Data Import & Sync

Connect Talkdesk with your CRM or helpdesk to continually synchronize contact information across all of your systems.

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Monitoring and Reporting

Easily assess your call center’s performance to optimize KPIs.

Call Monitoring

Listen to calls in real-time, without the agent or caller knowing, to silently guarantee quality standards are being met.

Call Barging

Drop in on live calls to speak with both the caller and agent to reduce call transfers and increase customer satisfaction.

Historical Reporting

Monitor the performance of your company so you can make intelligent business decisions based on comprehensive data.

Talkdesk Live

Get an overview of what's happening in your call center at any given time so you can improve business KPIs.

Agent Reporting

Assess the performance of your team with agent metrics such as real-time and historical agent status data, average speed to answer and average call duration.

Custom Reporting

Create custom reports by filtering by ring group, phone number, agent, department and time frame to effectively analyze the metrics that matter to your business.

Prebuilt Reports

Receive over a dozen prebuilt reports at a cadence of your choice to track critical call center metrics.

SMS CSAT (Beta)

Talkdesk’s SMS CSAT surveys gather timely feedback on the effectiveness of your call center to help drive customer happiness.

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Utilities

Leverage helpful tools to increase your team’s productivity.

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Talkdesk for Sales Powers Inside Sales Teams

The Cloud Customer Experience: Moving away from Legacy Contact Center Providers

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Call Center Software Features

Make and Receive Calls

Call Recording

Call Control

Call Queues

Click-to-Call

International Numbers

Call Disposition Codes and Notes

Outbound Caller ID

Voicemail

Unlimited Concurrent Calls

Personalized Greetings

Business Hours

Agent-to-Agent Calling

Contact Tags

Custom Fields

Inbound Call Blocking

Custom Agent Statuses

Advanced Routing

Automatic Call Distributor (ACD)

Interactive Voice Response (IVR) System

Skills-Based Routing

Forward-to-Phone

Ring Groups

No Answer Call Forwarding

Intelligent Reconnect

Business Tools Integrations

Seamless Integrations

Computer Telephony Integration (CTI)

Enhanced Caller ID

Contact History

Automated Workflows

Create a Ticket from Talkdesk

Contact Lists

Data Import & Sync

Monitoring and Reporting

Call Monitoring

Call Barging

Historical Reporting

Talkdesk Live

Agent Reporting

Custom Reporting

Prebuilt Reports

SMS CSAT (Beta)

Utilities

Email Notifications

Desktop Notifications

Custom Permissions

Local Caller ID

Experience the Most Innovative Cloud Contact Center Platform