[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

1

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

2

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

3

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.

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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.

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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.

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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.

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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.

FAQs

Can we transfer calls from CRM or helpdesks?

Yes, you can transfer calls from your helpdesks or CRM by using our connect applet.

 

Learn More

 

How can I transfer calls to another agent?

Using Exotel, you can transfer calls easily by searching for the agent’s name and transferring the call to the desired agent within a click.

How to setup call transfer for my account?

We have detailed documentation of setting up the call transfer in our support portal. Learn more.

Is this available for outgoing calls?

No, this is currently not supported for outgoing calls.

 

What types of call transfers does Exotel currently support?

Currently, only cold transfers are supported. We’re working on warm transfers and the functionality will be available soon.

What are the different types of call transfer?

There are two types of call transfers: 

  1. Cold call transfers
  2. Warm call transfers

Can a call be transferred to a group/department?

No, but this will be available soon.

 

Is additional equipment required for enabling call transfers?

With Exotel, you don’t need any additional equipment to enable call transfers.

 

Which businesses need the call transfer feature?

All businesses with a customer-facing team stand to benefit from using a call transfer feature.

Asia’s most innovative companies use Exotel

Chirag Patel


Exotel's API documentation and implementation process is extremely simple and easy to follow. There were no hassles in setting it up. We use other cloud telephony platforms as well but Exotel gets a big thumbs-up from us for their ease of use.


Engineering Manager, 1mg

Shashank ND


We have worked across cloud telephony players and with other vendors, but the fact is Exotel is dependable.


Co-Founder & CEO, Practo

Prateek Jain


The number masking feature has been a very worthy addition to making our customer experience even better.


Former Associate Director - Driver Experience, Olacabs

Kumar Vinod


We used to use a traditional PBX system before. But that doesn’t have the capabilities of Exotel’s IVR system. So, we decided to use Exotel for our IVR cancellation system.


Senior Manager - Operations, redBus

Rajkishan


Exotel's automated calls have helped in increasing our service levels and reducing our costs since there is no need for any manual intervention.


Senior Manager - Operations and Strategy

Praveen Kumar


Exotel's APIs are very clearly defined. Our tech team could integrate them in no time. It’s easy to incorporate into any product.


Assistant Vice President, Quikr Services

Satish Chugh


Very supportive and understanding staff who have lived up to every expectation, and at times exceeded them too.


Senior Manager- Last Mile Design, Ekart

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Try Call Transfer Feature Free for 15 days

Sign up and get 1000 free call and SMS credits

The Exotel Advantage

Why Exotel is considered as the most reliable cloud communications company in India and Southeast Asia

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Highly Secure

ISO 27001:2013 certified information security management system

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Patented Solutions

Gain competitive advantage from patented products

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Superior Quality

Best success rates, voice quality and reduced latency

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Scale at Ease

Grow at will, expand without worrying about infrastructure

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Superior Reliability

Best in class uptimes of 99.94% including operator uptimes

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Best Support

18×7 customer support via phone, email and Twitter

Find out how Exotel can work for you. Set up a call.

We take away some of the biggest pain points of traditional systems like EPABX.

 

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