Call Center Solutions

Improve customer experience with global and scalable call center features

Call Forwarding Anywhere, Anytime

CallTrackingMetrics Softphone

Create Customized Forwarding Patterns

A critical part of managing your calls is getting them to the right place, quickly, and seamlessly. Call forwarding provided by CallTrackingMetrics allows you to send calls to one number or to many agents in 57 countries.

Route calls to your agents on landlines, mobile phones, or to our browser-based softphone. Set up completely customized forwarding patterns to your agents based on schedule, availability, caller demographics, or advertising campaigns. Keep it simple or make it as advanced as you need.

Ensure complete coverage no matter where your agents are and reduce the complexity and cost of your contact center hardware.

Call Queues

Call queues provide an effective way to forward your calls in simple or sophisticated patterns to ensure that all calls are getting into the correct hands quickly. Call queues are groups of agents with rules that determine how calls should be routed between the agents. Each agent can have their own availability schedule, weighting, and preferences, and they can switch between answering calls on their landline, mobile, or softphone, depending on where they are.

Agent reporting shows performance by agent so that you can stay on top of call volume, quality, and performance.

Smart Routing

Smart Routing takes call management to the next level by enabling businesses to direct calls based on caller profiles.

Conditionally route by:

  • The actions the caller has taken on a website
  • Whether they’ve called previously
  • Who on your team they talked to before
  • Caller demographics like age, email address, marital status, income, social media pages, and more

Considering the 20% abandonment rate of incoming calls, it's important to get calls answered quickly by the right person, without menus or hold times.

Get Calls Into The Right Hands Quickly

From simple to complex, build and maintain sophisticated call routing patterns so that callers are routed to the best person to help them.

Round Robin





Same Agent

Agent Skill

Agent Caps

Conversation Analytics

CallTrackingMetrics conversation analytics uses cutting edge keyword spotting technology to transforms the audio of your calls into speaker-organized scripts that are analyzed by the software for particular keyword patterns.

Call sounding like it's going south? Management gets an immediate alert and call is flagged in reporting.

Looking to categorize calls based on products mentioned? Set up auto-tagging rules and report filtering is done automatically for you.

Call recordings are always available and can be used by management or agents to review calls and see caller history.

Instant Reports

Virtual Voicemail Boxes

  • Eliminate the need to have each agent or employee check voicemail on their actual device.
  • Create virtual voicemail boxes where callers can use keypress options to leave messages for the team or for specific people.
  • Messages show up right in the call log alongside other calls.
  • Messages are recorded and stored indefinitely, and you can even transcribe them and have them emailed to you each time a new one is received.