Click to call
Agent can directly call customers using Click to call. The click to call widget dials the customer number and connects the agent for conversation. The click to call is pre-integrated to customer data such that the call logs are maintained against the specific customer.
Call recording is essential to analyze the quality of agent calls. All the calls made from CRM or cloud telephony systems are available inside the CRM. The calls are linked to specific customer or lead record along with history of all the past conversation. New agents can hear the existing conversation before talking to the customer.