CallHive

A buzz about your busines.

What is CallHive?

CallHive is a call centre application which allows companies to provide an intuitive telephony experience, engaging with customers through personalised and rapid responses to their queries.

What can you do with CallHive?

CallHive provides Interactive Voice Response, which acts as a triage and routes customer calls to the right areas of the business faster. The agents responding to the call can personalise the conversation, as they have a complete picture of the customer and their needs.

By integrating with Salesforce^® Service and Sales Cloud, our web based software enables the company to register every client’s call, track & action calls, convert missed calls to tasks, and generate call statistics reports, thereby supporting services and sales teams and identifying new opportunities.

Download from the AppExchange

CallHive Benefits

Customer engagement

CallHive builds customer confidence as they engage with your business.

Flexible voice menu in multiple languages
Triggered call routing to immediate action
Voicemail
Automatic follow up task setting
Multi-channel communication options

360^o Customer view

By integration with Salesforce Service and Sales Cloud a full picture of customer interactions is readily accessible.

Call logs & transcripts
Previous tickets
Cases
Events

Agent productivity

The intuitive Agent interface organises sales and services team responsibilities based on triggered call tasks.

Agent Scripting
Intelligent Agent ACD
Call-Back Queues
Live dashboards
Ticketing System

Departmental efficiency

Management gains insights into call centre performance through consolidated reporting in real time.

Calls statistics: received, answered, cancelled, duration, quality
Operator status and performance (recording/listening)
Real-time reports and dashboards
Detailed breakdowns of call centre

Einstein for CallHive

Customer journeys can be further improved using AI tools such as:

Embedded interactive and hint scripts
Voice recognition
Advanced analytics: call transcription, successful call points, best practices
Mobile App calls logged in Salesforce

CallHive Features

1. All-in-One platform

A single console ready to use with the standard version being free of charge.

Seamless integration to Salesforce
Quick implementation
Easy customisation: interface updates
Robust infrastructure
Secure AppExchange App
Fully scalable

2. Salesforce Integration

Designed to leverage capabilities from Salesforce and 3rd parties.

Service Console integration
Open CTI adapter
Pre-built and custom automation
Data storage with Heroku or other cloud-based data storage solutions

3. Inbound call management

A triage system to effectively process and action calls.

Interactive voice response
Automatic call distribution
Multi-channel ACD
Interactive Voice Response (IVR)
CTI Screen Pop
Post-call Surveys
Skills-based Routing
Call control and call recording
Report and Analytics - interaction history
Voicemail
Call conferencing

4. Outbound call automation

A system to drive follow up activity and performance reporting.

Synchronisation & Import/Export of Data
Call Disposition Codes
Modifiable Outbound Caller-ID
Recording & Monitoring of Calls
DNC Compliance
Web Callback
Outbound dialling
Report and Analytics
Screen pop of the contact’s information

What are your options?

Learn more by requesting a demo. If you are taking your first steps with Salesforce, or evolving your existing platform, Call Hive is a complete call centre application which improves customer engagement and agent productivity.