CTM’s Latest & Greatest Q1 2025 | Softphone, AI Call Summary, Real-Time Agent Report
Watch CallTrackingMetrics’ newest Latest & Greatest, with Senior Professional Services Consultant James Wicks, for updates to our platform and software offerings.
Today, James will share more information with you about:
- V2 Softphone
- AskAI Summaries
- Real-Time Agent Report enhancements & Occupancy Graph
- Chat Enhancements
- Billing Page Update
- New homepage
V2 Softphone
If you use our softphone, you’ll be glad to know we’ve got a new update – and another version not far behind!
Our V2 softphone offers agents single sign-on capabilities right out of the box within Salesforce for a smoother workflow and login right from the start. V2 leverages cutting-edge WebRTC technology to ensure a more reliable and robust phone experience. It also bypasses third-party cookie-blocking from your browsers.
If you use LeadReactor, you can streamline your outreach process by combining the advanced V2 softphone with LeadReactor’s power dialing capabilities. This dynamic duo minimizes the time it takes to connect with your contacts and cuts down on unproductive calls. This way, your agents can focus on what truly matters—building meaningful connections and driving results.
AskAI Summaries
AskAI Summaries helps you get sales and marketing insights from your conversations, fast. Now, you don’t even have to read through transcriptions or listen to calls to figure out if the call was successful or not, or what are the next best steps based on that call.
All you have to do is:
- turn on transcriptions, and
- choose which summary styles will be the most useful for you and your team.
- choose how you want those summaries delivered: email notifications, Salesforce, or in the call log
AskAI is a great way to automatically get the most valuable information from your agents’ conversations and clear, actionable insights…from just one feature!
Real-Time Agent Report enhancements & Occupancy Graph
We’ve updated our Real-Time Agent Report with a focus on two key aspects of the contact center experience: clarity and control.
First, we refreshed the user interface to provide an updated look and feel, with the customer experience in mind. You’ll find new advanced filtering options that let you dive deeper into the stats that matter most. It’s also easier now to see your agent activity statuses in real time.
Second, we’ve enhanced the way data is calculated for the Occupancy field. We also introduced a new Utilization field in activity reports to bring you more accurate and insightful metrics. These updated fields not only offer improved data quality, but also a fresh, modern look and feel to your reports.
The best part? You can drill down into this data by hour, day, week, or month, and export it for easy reporting and analysis.
Chat Enhancements
Use CallTrackingMetrics’ chat feature for a better user experience and functionality.
Embedded Iframe Content
Now you can embed iframe content, or integrate more interfaces, directly within the chat widget. This allows agents to complete tasks, like entering credit card information in a payment form, directly within the chat and without having to leave the conversation.
Initiate Calls from Chat
Easily transition from text to voice by turning a chat session into a phone call. By turning a chat into a call, you can connect agents and users in real-time for a more personalized experience.
Quick Link Buttons
With quick link buttons, you can embed up to four customizable links within the chat widget to instantly access resources like FAQs, support pages, or other documentation. You can also upload custom images to create more intuitive or designer-friendly buttons.
Emoji Support
Emojis are just how people talk now. They’re proven to make any chat more engaging and expressive. Now, you can add a fun, personal touch to your customer conversations with emoji support for both agents and chatters.
Billing
We’ve revamped our Billing Settings page to make it not only more visually appealing, but also more intuitive and functional. Our updated layout is extra user-friendly, with easier navigation and streamlined access to key billing options.
Coming Soon! Homepage Dashboard
Say goodbye to logging in just to view your activity log! Now, when you log in, you’ll land on a brand-new homepage tailored to your role in the platform. You’ll get a clear, at-a-glance view of the metrics that matter most to you and announcements about upcoming features and events. It’s got everything you need all in one convenient place.