CallShaper Productivity Features: 4 Upgrades to Boost Agents
In today’s fast-paced contact center world, your team can’t afford to fumble between channels, chase down updates, or get stuck in a one-call-at-a-time rhythm. That’s why we’ve introduced the powerful new CallShaper productivity features, built for the realities of real-time, high-volume, high-expectation communication.
These premium add-ons are designed to give your agents more control, more visibility, and more speed—especially when they’re juggling complex workflows, after-hours coverage, or multiple campaigns.
Here’s a closer look at what’s new—and why it matters for your team.
1. Multi-Call Handling: Say Goodbye to Bottlenecks
Let’s face it: one call at a time doesn’t cut it when you’re handling dispatch, callbacks, and live service issues all at once.
With Multi-Call Handling, agents can now:
- Put a current call on hold and answer one or more inbound calls
- Place a manual outbound call without ending their live conversation
- Instantly pick up the next call in the queue with a single click
Perfect for: High-volume call centers, emergency services, and any team that deals with overflow calls or time-sensitive outreach.
2. Unified Text & Chat Conversations: One Interface, All Channels
Now you can send and receive texts or chats directly from your call script. No need to switch systems or lose context.
For Managers:
- Assign texting numbers by campaign or team
- Route messages using inbound number rules
- Monitor activity with canned reports and conversation logs
- Manage automation via scripts, webhooks, and dispositions
For Agents:
- Handle texts, chats, and live calls simultaneously
- Switch between threads with tab-based navigation
- One-click to call the message sender
- Forward or reassign conversations when needed
- End and restart threads without losing history
And yes—text routing is round-robin, just like voice calls, so your team workload stays balanced.
Best for: Appointment confirmations, support updates, customer questions, and post-call follow-ups across channels.
3. On-Call Schedules Built into Scripts
Tired of agents saying “I’ll have to check on that”? Now they’ll have on-call information embedded right into their script flow.
- Display real-time directories and on-call schedules
- Let agents know who’s covering what and when
- Empower them to tell the caller who will follow up or dispatch
Best for: Medical practices, repair services, and teams with rotating staff availability or time-based SLAs.
4. Post-Call Summary Scripts: Turn Calls Into Action Plans
No more loose ends. With summary scripting, you can turn any call into a trackable, reviewable task—right after it ends.
- Automatically launch a summary script after a call
- Log key data for supervisor follow-up
- Trigger timed re-openings or follow-up actions
- Use it for QA review, dispatch instructions, or case management
Best for: Field service teams, dispatch operations, and quality-focused contact centers.
Why These Upgrades Matter
All four features are designed to:
- Streamline multitasking across voice, text, and chat
- Improve customer satisfaction with faster, more informed responses
- Increase visibility for supervisors and operations leaders
- Support complex call flows without breaking agent focus
Whether you’re managing customer service, lead response, or time-sensitive inquiries, these upgrades help your team do more—with less friction.
Ready to Try Them Out?
We’re currently finalizing bundle pricing and early access rollouts. Want a hands-on look at how these features could streamline your workflow?
- Book a live demo
- Get matched with the right feature set
- See the results in real time