Best Cloud Call Center Solutions, IVR & Virtual Numbers

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Business phone features
built for a better kind of conversation

See what's inside the callerDesk phone system

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Used by 1,000+ business across India

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Incoming IVR phone system capabilities

IVR Journey : Use a highly intuitive different IVR scenarios in which caller experience your customer support system. Create complex IVR flows in just a few simple clicks.

Advanced Call routing strategies : Stay connected with callers with different and multiple types of transfer options like round robin, random & sequential routing, Least idle routing etc.

Multi-Level IVR : A multi-level IVR allows callers to navigate through various levels of menus and selections by using voice or keypad inputs.

Multi Language IVR : With multi-language IVR feature, Desk TALK ensures that customers with callers across the globe are welcomed with the same courteousness.

Time Based IVR Flow : It helps in deciding about the Working Business hours/days for the team members to create a work structure for the members in the group to avoid any hassle.

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Cloud call center capabilities

Outbound- Predictive Auto Dialor : Auto Dialer allows panel calls. It dials numbers automatically, saving time.

Click-to-Call (Advance) : Flexible click to call Rest APIs which can be integrated into any of your web portal, mobile app, or CRM for outgoing automation.

Outbound- Voice Auto Survey/Feedback : Voice Auto Survey is a feature for making outgoing calls and collecting feedback from responders.

Outbound- Automatic contact followup Callback : Automatic contact follow-up callback improves client engagement and conversion rates by automatically calling contacts or leads on a set day and time.

Outbound- Bulk Voice Broadcast with Live Lead Capture : Bulk Voice Broadcast with key capture broadcasts pre-recorded voice messages to multiple receivers and collects their responses by prompting them to enter key inputs during the call.

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Unique call routing options

In-Call Transfer : It enables an extension to divert an existing active call to another number using a simple transfer button.

Member Extension Based In-call Transfer : This feature helps one executive with another executive or team leader while on a call with a customer through extension-based in-call transfer routing

CallGroup Extension Based In-call Transfer : This feature helps team members to connect with other departments while on a call with a customer through extension-based in-call transfer routing.

Web based Call Monitoring : With web-based call monitoring, both incoming and outgoing calls can be monitored and tracked in real-time.

Web based Call Barging : With web-based call barging, managers and executives can listen in on a live conversation between an agent and a caller.

Web based Call Transfer : Web-based Call Transfer is a feature that allows agents to seamlessly transfer incoming calls using a web interface. It streamlines the process and improves efficiency

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Unique calling solutions capabilities

SoftPhone Setup : Softphone / WebRTC is the feature through which you can receive and make calls directly from your computer system without the need to use your mobile phone.

MobileApp Call Setup : The mobile app outgoing call feature in CallerDesk offers users the ability to make phone calls directly from the CallerDesk mobile application to any phone number.

Website Lead Tracker Plugin : You may collect leads from your website by phone, text message, Whatsapp, and email with the aid of the Website Lead Tracker Plugin.

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Call efficiency

Custom Pre-Greeting & Music-on-hold : It helps to configure custom pre-greeting & music on hold voice clip for caller so that caller can hear any business personalized welcome & music on hold sound.

Whisper Message to team member : Before connecting a team member to the caller, Whisper Message plays a brief voice message with pertinent information about the call.

Custom Call wait sound : With CallerDesk, businesses can use their own custom recorded message to greet callers in the call queue as they wait to keep them informed about relevant company information.

Hold Key : It enables businesses to use a specific Hold key to put the caller call on hold. The caller on hold will hear music; Press the Resume key to resume the call.

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Team member management

Super Admin Control : Super admin access feature enables businesses to use multiple IVR accounts, inbound & outbound call coin control, and can visit & access directly to any account created under its account.

Admin, Department & Agent Level Access : Role-based login access gives users varying permissions and privileges based on their organizational roles.

Team Member Break Module : Through this module, businesses can enable & track all break hours in live mode like Short & Long break, Training & Aux & wrap time.

Team Member Analysis Module : It helps businesses to track each agent's activity like agent break time, Avg. talk time, Call waiting, live calls count & member wise call analytics etc.

Team Member wise Auto Shift Schedule : Businesses have multiple office shifts and each shift has different employees to handle calls. This feature helps them to schedule team member call flow as per their office shift.

Sticky Member : Returning callers can be in contact with and get the conversation rolling with the same extension they had previously interacted with.

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Analytics & integration

Google Sheet Integration : Integrate your daily inbound/outbound call logs database with our pre-built Google Sheet integration and get your data automatically in Google Sheet on a daily basis.

API Integration : Integrate your all inbound/outbound business data sources and business processes to your Desk Phone using flexible API tools.

CRM Integration : Integrate your third-party CRM tool with our platform so that it enhances your business capabilities & also builds an intelligent IVR system.

Zoho, Leadsquared, Borg, TeleCRM Integration : CallerDesk has pre-existing connections to popular apps like Zoho, Leadsquared, BorgERP, TeleCRM Integration, and Pabbly.

Webhook Automation : Webhook integration in IVR allows for event-driven automation of IVR actions, improving both productivity and the quality of service provided to customers.

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Data security

Security Question login : You can increase the safety of your account by using the Security Question login, which will ask you a security question every time you log in.

IP Based Restricted login : IP-based restricted login is a security feature that lets you limit who can access your account by allowing only certain IP addresses.

OTP Based login : One-Time Password (OTP) Based Login is an extra layer of protection that requires a separate One-Time Password.

Platform Activity History : The Platform Activity History function keeps track of every action taken within the platform, from user logins to account updates.

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Cloud reporting features

Sales & Admin Analytic Dashboard : It's a consolidated hub for monitoring and assessing the efficacy of all incoming and outbound customer support & sales calls.

Real-time call reporting : Enables enterprises to monitor and track IVR performance from the customer point of View to improvise their cx score.

Live Call- View Mode : This feature allows businesses to check live calls coming on platform and who is attending it. It gives a holistic view of how many calls are coming at that particular moment.

Daily/weekly/Monthly SMS & Email Report : Through this feature, get your all daily, weekly & monthly call log summary count on SMS & detailed report in an excel sheet over the mail.

Caller Wise Call trail History : With Callerdesk Back-track call feature, now you can check all past calling history of a caller number which further helps you to analyze caller exact requirements and his calling pattern.

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Deep analysis reports

Live member analysis reporting : Real-time member analysis reporting provides rapid visibility into call metrics for agent performance monitoring.

Region wise telco series report : It can allow businesses to identify the region of every caller number along with graphical view, which helps analyze the call pattern as per state wise.

Live Work Countdown timer : Real-Time Work Schedule with Break Times. Agent availability and attendance during scheduled work hours can be monitored in real-time with the help of Countdown.

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Other features

Live Call Popup : The Live Call Popup displays information about a call on the agent's screen in real time, such as caller ID, client history, and previous interactions.

Mini Lead CRM : Assign a caller response to potential lead instantly with follow-up date, comment, the status of the seriousness of caller along with his name, email id and other information.

SMS & Email Notifications : You can control the activities for sending or stopping SMS/Email auto push on callers number as well as receivers mobile number or on his configured email id.

Cloud Blacklist : Cloud blacklist option helps to instantly block unwanted callers and prevent them from accessing IVR lines.

Call Recording : Every caller conversation can be recorded including complete details like date, time & who picked the call which further can be used for internal training and quality purposes.

Dedicated Channel : Dedicated channel feature is essential to ensure highest response rate and service & to attend to every inbound/outbound call competently. You can get it based upon your plan.