ACD Route incoming calls directly to the most qualified agent based on their skills — such as languages spoken, knowledge of specific topics, or their association with the customer. This way, the customer doesn’t have to navigate IVR options and other agents aren’t disturbed.

VIP Queues Don’t leave your most important customers waiting in service queues. By adding them as VIPs, their calls are prioritized over those of other customers.

Callback Schedule a callback for the time and number requested. At the agreed time, the system will remind you to make the call. The agent can review all call tasks in their calendar, and the supervisor can monitor all scheduled calls for the entire team. 

Call Notes For each call, the agent can add a note — for example, a summary of the conversation or a message for a colleague. Notes are searchable and available in the customer’s contact history.

Call Monitoring Listen to agent conversations as they happen. You can also provide real-time guidance to the agent. Very useful for training new agents and monitoring service quality. 

Call Recording The system allows you to record all calls or only selected ones. 

SMS, Email, Phone Integrate some of your favorite tools into the same workspace. Combine phone, email, and SMS in a single application to make it easier to track and respond to customers. 

Call Classification System Classifications help identify the type of call being received or made. These classifications are defined by the supervisor and may include examples such as Sales, Technical Support, Not Interested, Success, etc.

Scripts Scripts help your agents maintain a smooth and consistent conversation, allowing them to respond quickly and easily to your customers’ questions. 

Dynamic Scripts With dynamic scripts, you can create templates where variables are automatically replaced with customer data. You can also add fields for agents to fill out and buttons with options that, depending on the customer’s response, guide the agent to the next page. At the end of the conversation, the agent can view a summary with all fields completed and options selected. 

Customer History Agents can immediately view customer history and pick up the conversation where it left off last time.

Blacklist With the blacklist, you can add contacts you don’t want to receive calls from again. If you later import these contacts into a new campaign, the system will not call them. Contacts can be added to the list directly by agents at the end of a call or by supervisors. You can also import a list of contacts into the blacklist. Very useful for GDPR compliance. 

Numbering Keep the phone number your customers already know. We handle the portability of geographic, nomadic, and special numbers. Don’t have a number? We’ll assign one to you. Numbering is available in Portugal and in more than 60 countries. 

Forms With forms, you can record relevant data in a structured way. You can then apply filters and create customer segments to contact, or export and process this data in your preferred tools. You can create forms with any fields you want, such as Text, Memo, Select, Multiselect, Numeric, and Checkbox.

Reports and Statistics Let’s Call provides a comprehensive set of reports that give you a clear picture of your team’s and organization’s productivity and performance. The reports include customizable tables and numerous charts. You can view information per agent — such as pauses, answered and missed calls, and average call duration — as well as average handling time and SLA for service queues. You can also access detailed campaign analyses that include data recorded by agents. 

Omnichannel All communication channels managed in one place. 

Campaigns Contact your customers by phone quickly and efficiently, and record the data in a form. 

Tasks Task queue and reminder management. 

Internal Chat Communicate instantly with your agents through internal chat. Provide them with tips and information they need while they are talking with customers.

Wallboards With Wallboards, you can monitor in real time the status of each agent and see how many are online, on a call, on break, or on hold. You can also see how many calls are in progress and how many are waiting — all in real time.

Live Dashboards

Manual Contacts are displayed to the agent before dialing. The agent can decide whether to make the call or move on to the next one. 

Power Dialer The call volume is calculated based on the number of lines, agents, and conversation time.

Progressive Calls are automatically made based on available agents to handle them.