Call Tracking and VoIP Integration

Bridge the gap between your Web and voice channels with call logs, click-to-call functionality and VoIP integration. Together these tools help companies increase sales, screen leads and ensure first-contact resolution.

Track and log service calls

Companies can track all incoming and outgoing customer service calls and by storing records of all communications in a single application, agents have access to each customer's interaction across every touchpoint. This results in improved customer satisfaction and increased help desk productivity.

Call customers with a click of the mouse

With click-to-call, agents can click on any phone number in a ticket or live chat to initiate a telephone conversation with a customer and resolve issues at the first point of contact. Plus, SmarterTrack can automatically populate call log fields like the subject, customer phone number, customer name, email address, assigned group and agent fields through VoIP integration.

Attach call logs to related communications

Agents can relate calls to any tickets, tasks or time logs in the system, giving them the background they need to increase first-call resolutions and ensuring a positive customer experience. If an inquiry requires additional work beyond the initial phone call, agents can mark the call for follow-up or create tasks related to the customer's issue.

Track overall phone usage, call performance and trends

Detailed call tracking reports help companies identify phone usage within the organization to identify problem areas or redistribute employee resources. Use call log reports to evaluate an agent's call performance, track periods of high call volumes or to perform a cost analysis of your customer service departments.