Cordless Product Updates

🗓️ September 2023

Ease the burden of manual call tagging and free up your team for more impactful tasks. You can now configure Keyword Tracker to automatically assign tags to calls based on your chosen keywords and phrases. Plus, it covers 100% of your conversations!

🏷️ Automate call tagging and focus on higher-value tasks instead

We understand that sometimes you need to hand over your customer's case to a partner organisation. That's why we've made it possible to transfer calls to individuals outside your company as well.

⏩ Transfer calls to external numbers

Sync your Cordless activity, including call summaries, recordings, voicemail and/or full call transcripts with your Zendesk Support inbox.

↔️ Sync Cordless data with Zendesk

🛠️ Small (but mighty) Changes

Let us know what you think

Thank you for your continued support and feedback, which is instrumental in helping us build a better Cordless for you. Please feel free to reach out to us via Slack if there is anything we can do to further improve your experience.

🗓️ August 2023

This dialler feature automatically switches your number to match your customer's country code when making an outbound call. Please note that this feature requires you to have the corresponding phone numbers in your account. If you would like to implement this feature, please get in touch with us.

🌎 Match your number to the recipient’s country code

We have improved the agent performance dashboard by introducing the "transfers" metric. This allows you to see how frequently calls are transferred within your team overall and by agent. We have also included a clear breakdown of the key metrics, such as calls handled and average talk time, distinguishing between outbound and inbound calls.

↗️ Get insight into transfers per agent and more

🛠️ Small (but mighty) Changes

Thank you for your continued support and feedback, which is instrumental in helping us build a better Cordless for you. Please feel free to reach out to us via Slack if there is anything we can do to further improve your experience.

Let us know what you think

🗓️ July 2023

This gives you an overview of the reasons your customer calls don't make it through to your team. You can use this data to inform your customer support strategy and refine your service.

🤿 Dive deep into your missed and abandoned calls

We now offer automatic redaction of PII information, including credit card details, dates of birth, and other personal information in call transcripts and recordings. Please note that this feature currently only supports conversations in English. Get in touch if you’d like this implemented on your account.

🛡️ Keep your customers’ Personal Identifiable Information (PII) safe

This Insights feature enhances your active call journey with call data, allowing you to see your customers' paths prior to reaching your team members and identify where they drop off.

🛤️ Follow your customers along the call journey funnel

🛠️ Small (but mighty) Changes

Thank you for your continued support and feedback, which is instrumental in helping us build a better Cordless for you. Please feel free to reach out to us via Slack if there is anything we can do to further improve your experience.

Let us know what you think

🗓️ June 2023

We've introduced a new classification system for missed and abandoned calls. Now, you can differentiate between calls missed due to no available agents or closure, and calls that were immediately abandoned or left in IVR. (and more...!)

☎️ Understand Why You Miss Calls

Assign custom names to the digit options in your IVR Routing block within a Call Journey.

🗣️ Assign Custom Names to Your IVR Options

See the IVR options your customers have selected when the call rings for you. This way, you will understand why your customer might be calling before picking up the call.

📈 See Caller’s IVR Path On Your Incoming Call Screen

Discover which IVR options callers select most and least often.

🚏 Get Insights Into Your Routing Statistics

🛠️ Small (but mighty) Changes

Thank you for your continued support and feedback, which is instrumental in helping us build a better Cordless for you. Please feel free to reach out to us via Slack if there is anything we can do to further improve your experience.

Let us know what you think

🗓️ May 2023

Ask AI takes conversation intelligence to a new level: you can now ask questions about your calls from within any Call Details page and Ask AI will answer them for you.

Ask AI ⭐

Ask AI takes conversation intelligence to a new level: you can now ask questions about your calls from within any Call Details page and Ask AI will answer them for you.

Insights: Call Centre Performance

Gain insights into key agent performance metrics, including handled calls, missed and rejected ringing attempts, average handling time, and agent utilisation scores.

Create and play back natural voice messages right from your call journey builder

Sync your Cordless call activity, recordings, and voicemails with your Front inbox.

Front Integration

Sync your Cordless call activity, recordings, and voicemails with your Help Scout inbox.

Help Scout Integration

Performance improvements

Thank you for your continued support and feedback, which is instrumental in helping us build a better Cordless for you. Please feel free to reach out to us via Slack if there is anything we can do to further improve your experience.

Let us know what you think

🗓️ April 2023

This upgraded version of Pulse provides even more detailed real-time insights into team performance and activity. Keep track of team statuses, including time spent in each status, live call durations, and call statistics

Enhanced Pulse: Real-Time Team Activity

Introducing Cordless Click-To-Call, a seamless way to dial phone numbers directly from your CRM or any web page. Enhance your workflow with clickable phone number links and customisable preferences.

Chrome Extension: Cordless Click-to-call

Closed for the whole day? Add holidays to your business hours block and on those dates your business hours will automatically switch to 'Closed', overriding the usual schedule.

Set holidays for your business hours

Effortlessly track changes, compare versions, and revert to previous iterations, preventing loss of edits due to accidental deletion of call journey blocks and ensuring optimal call flow for your support team and customers.

Version history in call journey builder

Now you can select the 'All of the following' option to display calls containing ALL chosen tags, allowing for more precise and targeted call analysis.

Filter calls by a combination of multiple tags

Agent activity, Keyword tracker, Call Tags and Sentiment tabs are now replaced with graph/chart snippets.

Improved Insights page

Does exactly what it says. Create new call journeys, name them however you want.

Rename call journeys

Performance improvements

Thank you for your continued support and feedback, which is instrumental in helping us build a better Cordless for you. Please feel free to reach out to us via Slack if there is anything we can do to further improve your experience.

Let us know what you think