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Features Info

Learn about the latest features added and software updates performed on the CallTools.com platform here. Whether it’s a new tool to try out or an overhauled component of the software, read about the latest here.

Top Features Articles this Month

  • Prioritize Calls With Inbound Skill-Based Routing

    Prioritize Calls With Inbound Skill-Based Routing

    Inbound Skill-Based Routing distributes calls to agents based on skill level, with your highest-perf...

Holiday Email and SMS

Utilizing SMS & Email in High Volume Call Centers | Holiday Prep Series

July 24th, 2019

The holiday volume is about to hit. In the second part of the holiday prep series, we talk about how not every issue needs a one-on-one phone conversation. Find out how you can increase agent productivity by encouraging contact over SMS and email.

Sales SMS Templates

SMS Messaging Templates Give Inside Sales Teams Something To Say

June 12th, 2019

SMS is not a common sales channel. While it may seem informal, there are great uses for text messaging for inside sales. Learn the proper way to nurture leads and reach existing customers over SMS. Take it one step further with a system that allows for template creation, and you’re well on your way to success.

Launching Business SMS for Contact Centers

September 6th, 2017

Texting has exploded in use and popularity over the past ten years due to its convenience. As the world speeds up, sending a quick text is often easier than sitting down for a phone call. Learn about Business SMS for Contact Centers, the latest feature from CallTools.com.

Store Your Call Recordings With the New Dropbox Integration

August 15th, 2017

Automatically push the day’s call recordings to Dropbox with the newest integration from CallTools.com. Increase redundancy measures, remain in compliance, and rest assured that you have a backup of every call made.

CallTools.com Introduces Interactive Voice Response Capabilities

July 18th, 2017

What is Interactive Voice Response? The days of a friendly receptionist answering your inbound call are nearing their end. As large companies receive greater amounts of calls, they opt to simplify the sorting of inbound calls with Interactive Voice Response software. IVR allows for quick funneling of inbound calls to appropriate departments or specific individuals. […]

CallTools.com Rolls Out System Hotkeys

March 21st, 2017

Keyboard shortcuts have become increasingly popular to assist disabled users to navigate software easier. CallTools.com recently released system hotkeys to help these users.