Handle inbound calls
Use IVR menus, routing, queues and callbacks to direct callers to the right team. Review waiting calls and service levels.
View these features ↗GODESK OMNICHANNEL CONTACT CENTREManage customer calls,
Manage customer calls,
messages and agents
in one platform.
Run inbound, outbound or blended contact centre operations. Handle calls, WhatsApp, SMS, email, webchat and supported Facebook and Instagram messages with customer records, agent tools, live supervisor controls and reporting in the same system.
FROM CUSTOMER CONTACT TO TEAM MANAGEMENT
01Inbound calls & message queues✓
02Outbound campaigns & progressive dialer✓
03Agent workspace & customer history✓
04Workforce, quality & reporting✓
For customer care, sales, collections and BPO teams.WHAT IS AN OMNICHANNEL CONTACT CENTRE?Customers call, message and email.
Customers call, message and email.
Your team keeps the context and the next action.
A voice-only call centre handles telephone conversations. An omnichannel contact centre also handles WhatsApp, SMS, email, webchat and supported social messages. In GoDesk, those interactions connect to the customer record and the work your team needs to complete.
For example: a customer asks for help on WhatsApp, calls the next day and receives an email update. The team can continue with the history and assigned ticket without asking the customer to explain the issue again. A small business can need that continuity just as much as a large contact centre.
| Starting point | What it organises | GoDesk can provide |
|---|---|---|
| Business PBX | Business numbers, staff extensions, transfers, greetings and call routes. | Managed cloud PBX for offices and branches, on its own or with additional modules. |
| Voice call centre | Customer calling, agent queues, outbound campaigns and supervisory work. | Inbound and progressive outbound tools, agent context, workforce, quality and reports. |
| Omnichannel contact centre | Calling and digital conversations with shared context and connected customer work. | Shared channels plus sales, tickets, quotes, collections, surveys and follow-up. |
Product categories overlap: modern phone systems can include messaging and integrations too. Compare the complete customer workflow and the modules you need.
Read the plain-language guide ↗CONTACT CENTRE FEATURESTools for agents.
Tools for agents.
Visibility for supervisors.
Run outbound campaigns
Build calling lists, use the progressive dialer, guide agents with scripts and record outcomes that create follow-up work.
View these features ↗Manage voice and digital conversations
Handle WhatsApp, SMS, email, webchat and supported Facebook and Instagram messages alongside calls. Assign conversations and keep customer history available to agents.
View these features ↗Give agents one workspace
Bring calls, messages, customer records, support tickets, sales opportunities and follow-up tasks into the agent workday.
View these features ↗Manage shifts and availability
Plan rosters, see agent presence, control breaks and staffing, and hand over unfinished work between shifts.
View these features ↗Supervise and coach during live calls
See waiting calls and chats, active calls, agent availability, wrap-up and breaks in the supervisor panel. Listen to a call, whisper guidance to the agent or join the conversation.
View these features ↗Organise meetings and follow-up
Use the calendar for meetings, tasks, callbacks, deadlines and time off, with day, week, month and agenda views.
View these features ↗Review quality and performance
Evaluate interactions, coach agents and review call, queue, handling-time, availability and customer feedback reports.
View these features ↗CHOOSE YOUR OPERATION
Inbound, outbound or both.
Inbound customer care
Answer calls and messages, create support tickets, manage resolution and collect customer feedback.
Outbound sales & collections
Run campaigns, contact leads or account holders, record outcomes and track sales or payment promises.
Blended teams & BPOs
Combine inbound service and outbound work. Organise teams and client operations with appropriate access, workflows and reporting.
OFFICE PBX + CONTACT CENTREServe customers and connect your offices
Serve customers and connect your offices
on the same platform.
Use GoDesk for your contact centre and for office and branch extensions. Choose IP desk phones, mobile or web phones, with GoDesk SIP lines or your own compatible SIP provider.
View cloud PBX options ↗CRM & ERP INTEGRATIONConnect your contact centre
Connect your contact centre
to the systems you already use.
Link GoDesk calls, messages and customer work with your existing CRM or ERP through APIs, webhooks and embedded calling. Agree the records and workflows to connect for your business.
View CRM & ERP integration options ↗SEE GODESK OMNICHANNEL CONTACT CENTRETell us about your agents,
Book a contact centre demo ↗Tell us about your agents,
channels and customer workload.
We’ll demonstrate the features your operation needs.