AI Agent
Automatically engage inbound callers via SMS to help them accomplish tasks like appointment booking, online orders, etc.
Local & Toll-free numbers
Instantly provision toll-free or local numbers in the preferred country or area code where you have customers
International numbers
Provision international numbers and make it easy for your customers abroad to call your team at standard local rates
Conferencing
Collaborate on live calls with customers by bringing in up to 5 additional teammates to help resolve issues faster
Office hours
Create custom office hours for teams or individual teammates. This allows you to set exactly how incoming calls should be handled during and outside set hours
Voicemail
Create custom greetings for when a team or specific teammates are unavailable to receive calls. Inbound voicemails are automatically transcribed for your team
Routing Rules
Triage calls to the right teammate using round-robin distribution, workload-based routing, or simply ring the entire team simultaneously
Interactive Voice Response (IVR)
Configure an IVR menu to help direct inbound callers to the right team, teammate, or pre-recorded information they need.
Shared Inbox
Collaborate on call notes and transcripts in a shared inbox. Get a complete picture of the caller’s interaction with your team across email, SMS and voice
Comments & Mentions
Add comments to calls and mention relevant teammates to help the caller resolve issues faster
Cold & Warm Transfers
Give context to teammates before transferring a call, or simply reroute calls using our cold transfer feature
Automated Call Distribution (ACD)
Assign inbound calls to agents using routing rules like round-robin, fixed order, longest idle time, etc. You can also send incoming calls to other teams or teammates, pre-recorded messages or to external numbers.
Unlimited Concurrent Calls
Make or receive unlimited simultaneous calls using a single caller ID or phone number
Playbooks & Scripts
Use playbooks to guide the conversations your reps are having with customers or leads. Create custom scripts and forms that each rep must complete before logging a call
Teams
Create and assign phone numbers as many teams as necessary based on function or attributes like language, location, work hours, skillset, etc.
Conferencing
Collaborate on live calls with customers by bringing in up to 5 additional teammates to help resolve issues faster
Office Hours
Set office hours for your entire organization or at a team level. Manage how inbound calls should be handled during and outside office hours for each team or rep
Call Queues
Allow inbound callers to stay in a queue until a teammate is available to take their call. Set a maximum queue size and route other inbound calls to a fallback configuration
Queue Callbacks
Give inbound callers the flexibility to request callbacks while retaining their position in the queue
Call Recording
Use call recordings to provide feedback and training to reps and teammates. You can automate call recording announcement to inbound callers to comply with local regulations
Call & Voicemail Transcription
Enable transcription for all inbound and outbound calls to your team, including voicemail messages so you don’t have to spend time listening to them
Dynamic Caller IDs
Automatically match the country and area code being dialed to give your team local presence across the globe
SLA
Track the health of your call center by setting service level thresholds for your team. Admins on your team will get alerted when your reps fall below the service level thresholds
Real-time Modifications
Modify your call configuration in real-time to help your team stay nimble. Quickly add more reps to a team with a large queue or update the routing options without missing a beat
Call Deflection
Want to reduce your inbound call volume by 20%? Deflect low-priority calls by giving customers the option to get help via other channels like SMS, chat or email
CSAT Surveys
Instantly collect feedback at the end of every call using automated SMS surveys. Help your reps improve based on direct feedback from customers
Team Status
Use status indicators to know when teammates are ready to take calls, on an on-going call, or away from their desks. Create custom offline statuses to match your internal processes
Call Purpose & Disposition Codes
Use custom or pre-built call purposes and disposition codes to categorize your team’s conversations with customers and prospects
Rules
Use custom rules to automate actions based on call disposition codes. For example, send a text message when an inbound call is missed by your team, or when your outbound calls go unanswered
After Call Work (ACW)
Give your teammates ample time to log a completed call before queueing up the next one
Call Campaigns
Create call campaigns from an uploaded list, or automatically funnel leads from your web forms and integrations into call campaigns. Use the Power Dialer to get through your call list in rapid succession
Automated Tagging
Calls are automatically tagged to help your team filter through issues and follow-up with confidence
Live dashboard
View your call center metrics in real-time. Manage queues and team availability to make sure customers are not kept waiting
Team & Agent Level Reports
See how each team or teammate is performing. Our built-in leaderboard shows each rep how they stack up against their peers to help them level-up
Data-driven Decision Making
Get reports on the best time of the day to make outbound calls, or the busiest days of the week for inbound callers, all without lifting a finger
Data Security & Backup
Keeping your customer data secure is top priority for everyone atDistrobird. We’ve implemented bank-level encryption to ensure your calls, messaging, and every personal information collected from customers is kept safe
