Customer Service
Customer Service Software Designed for Modern Support Teams
A platform that scales as your customer service operation grows without sacrificing quality or control. CallShaper’s Customer Service platform is designed for inbound, outbound, and blended support environments, helping teams manage increasing interaction volumes while maintaining performance, visibility, and compliance.
Whether supporting customers through voice, SMS, chat, or multiple channels simultaneously, CallShaper provides a reliable, flexible foundation that adapts to your operational needs without adding complexity.
Key Features
Dynamic IVR
Dynamic IVR enables intelligent call routing based on customer input, business rules, or operational conditions. Service teams can easily adjust call flows to accommodate changing volumes, hours, or support needs without disruption.
Multi Call Handling
Built for high-volume service environments, multi call handling allows agents to manage multiple interactions efficiently while maintaining call quality and operational control.
Omni Channel Communication
Engage customers across voice, SMS, chat, and additional channels from a single unified platform. Omni-channel capabilities ensure consistent service experiences across every customer touchpoint.
Barge, Call Monitoring, & Whisper Coaching
Supervisors can monitor live calls, barge in when necessary, or provide real-time whisper coaching without the caller hearing, supporting agent development and quality assurance in real time.
Custom Scripting
Dynamic, customizable scripting guides agents through conversations while enforcing consistency, accuracy, and compliance. Scripts can be tailored to your sales process and integrated with external systems or ordering workflows.
Call Analytics & Real-Time Reporting
Access accurate, real-time analytics to monitor agent performance, call outcomes, and campaign results. Live dashboards provide immediate visibility to support faster, data-driven decisions.
Skill-Based Routing
Skill-based routing automatically directs calls to the most qualified agents based on skills, availability, and campaign logic, improving efficiency and overall call outcomes.
Interactive Voice Response (IVR)
An intuitive IVR system routes calls based on time of day, geography, agent availability, or call type, helping manage inbound and blended call volumes while improving the caller experience.
Compliance Tools
Built-in compliance tools support adherence to regulatory requirements and internal policies, helping reduce risk while maintaining operational integrity.
Integration Capabilities
CallShaper integrates seamlessly with CRMs and third-party systems through APIs and webhooks, ensuring data remains synchronized across platforms.
Professional Services
CallShaper’s Professional Services team partners with your organization to configure integrations, scripting, and workflows that align with your technical and operational requirements.
Built-In Scorecards
Built-in scorecards enable consistent, objective agent evaluations to support coaching, quality assurance, and continuous improvement initiatives.
Client Management
Client Management tools enable teams to capture, organize, and manage customer records across multiple programs. Customer data can be imported or posted in real time, ensuring agents always have accurate, up-to-date information during interactions.
Ready to elevate your customer service operations?
Discover how CallShaper helps customer service teams improve response times, maintain compliance, and scale support with confidence.