[New Feature] Live Call Transfer – Transfer calls between agents instantly

Call Transfer Software for Businesses

Transfer calls to the right agents contextually and instantly. Improve customer experience and reduce resolution times.

What is a call transfer?

A call transfer is a call center feature that allows customer-facing representatives to transfer an incoming call to another agent as required, within a few clicks. This is especially helpful in connecting customers to the right agent instantly, thereby improving your customers’ overall experience.

Advantages of Call Transfer

Seamless call transfer

Seamless handovers

Don’t ask your customer to dial a different number. Connect them to the right agent instantly!

Get analytics on call transfers

Business intelligence

Recognize trends in call transfers within your organization and improve processes.

Cross-location call transfers

Cross-location transfers

Transfer calls to agents in different geographical locations seamlessly.

Get transferred call recordings

Call recordings

Record the whole call transfer automatically for audit and performance improvement.

No equipment required for enabling call transfers

No equipment required

With Exotel, you can start transferring calls instantly without additional equipment.

Quicker resolutions through call transfers

Quicker resolutions

Resolve queries and issues faster by routing calls to the relevant agent/department.

How live call transfer works on Exotel

On the dashboard, agent A clicks the “Call Transfer” button.

Agent A selects agent B’s name from the list of available agents

The call is transferred to agent B after agent A disconnects the call.

Learn more on how to setup call transfer to your Exotel account here >>

Types of call transfer

Live

Cold Transfer

In a cold transfer also known as blind transfer, a call is directly transferred to another agent without notifying them first.

Soon

Warm Transfer

In a warm transfer, a call is transferred to another agent after notifying them, to give them context about the customer and their requirements.

What you get from Exotel’s contact center solutions

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Multi-level IVR

Give your customers a seamless experience every time they call you. Personalize, customize, sound professional with our IVR solutions.

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Auto Dialer

Our auto dialer software helps streamline your calling process. It removes the need for manual dialing, allowing agents to get more done in less time. Whether you’re calling to conduct surveys, take feedback, or for sales, auto-dialer helps agents be more efficient.

Automated Calls & SMS

You can make automated IVR calls to track marketing ROI, collect customer feedback, confirm COD orders, etc.

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Visual drag-drop APIs

With Exotel, you can do anything from creating a simple IVR to complicated call functions using our visual APIs or ‘App Builder’ as we like to call it.

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Call Recording

Our call center software allows you to record calls, monitor them and make better business decisions. Helps in training agents, customer dispute resolution and taking data driven business decisions to offer a great customer experience.

Daily Email Reports

Know exactly how your team is performing over phone calls. Get a detailed daily report with call statistics for your company and individual agents as well as groups.

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Call Analytics

Think Google Analytics for your calls with our call center software. Get detailed analytics on all the campaigns you run with information on the status of each call and SMS.

Real-time notifications

Missing a call means losing a potential customer or missing the opportunity to solve a customer’s problem. With our call center software, stay informed about your business calls and serve your customers better. Get notified at the right time.

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Conditional Call Routing

Our automatic call distributor software routes calls based on a lot of conditions like time of the day a customer calls, the geography a customer is calling from or even the customer who is calling.

Missed Call Services

Missed call to get a service is a very effective way of doing business. It is also an incredibly useful tool for customers. Ask your clients to give a missed call to a number and customise the response to suit your business.

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Unlimited Channels

When we started Exotel, we decided never to let a customer miss even a single call due to channel capacity constraints. Have unlimited concurrent calls on the same number.