Contact center
Every Call to the Right Person, the First Time.Call center software with queues, IVR menus, call recording and a CRM built in.
Give every rep a US number, greet callers with a menu, hold them in a queue or call them back, and record every call onto the customer’s record. Inbound, outbound or both.
- Unlimited US & Canada calling
- Calls from the browser or Android
- Every call recorded
How a call moves through it
- A customer callsOn your local or toll-free number
- Greeted by your menuPress 1 for sales, 2 for support
- Routed by skillTo someone who can actually help
- Answered with history on screenPast calls, emails and deals, in front of the rep
- Recorded and savedOn the customer’s record, kept for a year
Everything a Call Needs, in One Place.
What Is Call Center Software, and What Should It Include?
Call center software is the system a team uses to make, receive and manage customer calls: phone numbers, menus, queues, routing, recording and reporting. Adoptiv is cloud call center software built into a CRM, so instead of call center software with CRM integration to set up and keep working, every call lands on the customer’s record by itself.
Inbound, callers reach your IVR menu, wait in call queues with music and announcements, then ACD call distribution hands each one to a free agent with the right skills (skills-based routing). When the wait runs long they can ask for a callback instead. Outbound, the predictive dialer connects reps only to live answers.
It is virtual call center software, so agents work from anywhere: in the browser, on the Android app or on a desk phone, with nothing to install. Supervisors see every live call and can listen, whisper or barge. Both sides of every call are recorded and kept on the customer’s record for a year, so there is no separate call recording software to buy.
That makes it call center software for small business as much as for big floors. Each rep gets a US number with unlimited US and Canada calling, so everyday calling is one price per seat, not per minute. You build the routing yourself in call flows, starting from a template, and walk a test call through it before customers do.
What Changes for Your Callers.
Before
Callers hit voicemail when everyone is busy.
With Adoptiv
They wait in a queue with music, or get a callback with their place kept.
Before
Calls bounce between people who cannot help.
With Adoptiv
Skills routing sends each call to someone who can.
Before
Nobody knows what was said on last week’s call.
With Adoptiv
Every call is recorded on the customer’s record, with AI notes on AI+ and Dialer Plus.
When nobody can pick up, SIYA can.
Put SIYA, your AI voice agent, at the front of any call flow to answer, qualify and hand the call to your team.
Cloud Call Center vs an On-Premises Phone System.
| What | Desk phones and an on-site system | With Adoptiv |
|---|---|---|
| Setup | Desk phones and an on-site system: Hardware, installers and a contract | With Adoptiv: Sign in from a browser. Nothing to install |
| Where agents work | Desk phones and an on-site system: At their desk | With Adoptiv: Browser, Android app or desk phone, from anywhere |
| Calls and the CRM | Desk phones and an on-site system: Separate systems, notes typed by hand | With Adoptiv: Every call logged on the customer’s record |
| Changing call routing | Desk phones and an on-site system: A ticket to your phone vendor | With Adoptiv: Draw it in call flows and publish it yourself |
| Supervising calls | Desk phones and an on-site system: Walking the floor | With Adoptiv: A live view of every call, plus listen, whisper and barge |
| Call recording | Desk phones and an on-site system: An add-on, stored somewhere else | With Adoptiv: Both sides, on the record, kept for a year |
Call Center Software for Every Kind of Team.
Everything in Contact Center.
- Call Flow Builder
- Listen, Whisper & Barge
- Auto Dialer
- Power & Preview Dialing
- Answering-Machine Detection
- IVR & Auto-Attendant
- Call Queues
- Ring Strategies
- Skills-Based Routing
- Queue Callbacks
- VIP Priority Routing
- Transfer & Three-Way
- Call Recording
- Call Outcomes & Wrap-Up
- Smart Caller ID
- Compliance Screening
- Phone Numbers
- Toll-Free Numbers
- International Numbers
- Extensions & Webphone
- Voicemail Boxes
- Business Hours & Holidays
- Live Call Monitoring
- SMS & Text Conversations
- Media Library & Voices
Call Center Questions, Answered.
What is call center software?
Software that answers, routes, records and tracks your business calls. In Adoptiv it comes with a CRM built in, so every call is saved to the right customer automatically.
Does it handle inbound and outbound calls?
Yes. Inbound calls go through your menus, queues and routing. Outbound calls are made from the browser or the Android app, or by the auto dialer on Dialer Plus.
Do my reps need desk phones?
No. Reps call from the browser or the Adoptiv Android app, and a call to them rings on both at once.
Can supervisors listen to live calls?
Yes. A supervisor can listen in, coach the rep with a whisper the customer does not hear, or join the call.
Are calls recorded?
Yes. Both sides of every call are recorded, saved on the customer’s record and kept for a year on every plan.
Is calling unlimited?
Calls to and from the US and Canada on each rep’s own number are unlimited, with a fair-use level of 6,000 minutes per seat a month.
What is the difference between a call center and a contact center?
A call center handles phone calls. A contact center also handles other channels, such as text and email. Adoptiv covers calls, texts from the same number and synced email, all on the customer’s record.
What features should call center software have?
At least business numbers, an IVR menu, call queues, routing to the right agent, callbacks, call recording, live monitoring and a link to your CRM. Outbound teams add a dialer and compliance screening.
How much does call center software cost per agent?
Adoptiv is priced per seat, per month, with the phone system, the CRM and unlimited US and Canada calling on each rep’s own number included. Dialer minutes and extras are paid from a prepaid wallet. The pricing page has current prices.
What is a cloud-based call center?
One that runs over the internet instead of on hardware in your office. Agents sign in from a browser or an app, and you change routing on a screen instead of calling an installer.
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