Inbound Skill-Based Routing distributes calls to agents based on skill level, with your highest-performing agents receiving calls first. Make sure your customers receive the best experience possible when you distribute calls from top to bottom.

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.

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.

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…. Read more »

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