Call Management and Automation

Personalize the customer experience with advanced routing and management tools

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.

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.

Geographic Routing

GeoRouting provides an elegant solution to automatically route callers to the business location closest to them—perfect for franchises and multi-unit organizations

  • Route by zip code or area code
  • Set up routing rules for overlapping dealer territories
  • View reporting to show how many calls are routed to each location
  • Upload hundreds of territories at once and make batch updates as you have changes
  • Set up default call routes for when caller is not covered by one of your territories

Step 1

You have locations all around the country

Step 2

You display one number on your website

Step 3

Person calls that number and enters in their ZIP code

Step 4

Call is routed to the closest location

Step 5

Calls are in the right hands quickly

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.

IVR Menus

Provide callers with clear options so that they can get to the right person to help them quickly. IVR menus are easy to set up, completely customized, and can be updated at any time through the software.

Keypresses can route callers to particular queues, to virtual voicemail boxes, and through geographic routing. Menus can also be used to collect information from the caller and send text messages to them.

Reporting shows you calls broken down by the paths callers follow in the IVR.