In today’s fast-paced contact center world, your team can’t afford to fumble between channels, chase down updates, or get stuck in a one-call-at-a-time rhythm. That’s why we’ve introduced the powerful new CallShaper productivity features, built for the realities of real-time, high-volume, high-expectation communication.

These premium add-ons are designed to give your agents more control, more visibility, and more speed—especially when they’re juggling complex workflows, after-hours coverage, or multiple campaigns.

Here’s a closer look at what’s new—and why it matters for your team.

1. Multi-Call Handling: Say Goodbye to Bottlenecks

Let’s face it: one call at a time doesn’t cut it when you’re handling dispatch, callbacks, and live service issues all at once.

With Multi-Call Handling, agents can now:

  • Put a current call on hold and answer one or more inbound calls
  • Place a manual outbound call without ending their live conversation
  • Instantly pick up the next call in the queue with a single click

Perfect for: High-volume call centers, emergency services, and any team that deals with overflow calls or time-sensitive outreach.

2. Unified Text & Chat Conversations: One Interface, All Channels

Now you can send and receive texts or chats directly from your call script. No need to switch systems or lose context.

For Managers:

  • Assign texting numbers by campaign or team
  • Route messages using inbound number rules
  • Monitor activity with canned reports and conversation logs
  • Manage automation via scripts, webhooks, and dispositions

For Agents:

  • Handle texts, chats, and live calls simultaneously
  • Switch between threads with tab-based navigation
  • One-click to call the message sender
  • Forward or reassign conversations when needed
  • End and restart threads without losing history

And yes—text routing is round-robin, just like voice calls, so your team workload stays balanced.

Best for: Appointment confirmations, support updates, customer questions, and post-call follow-ups across channels.

3. On-Call Schedules Built into Scripts

Tired of agents saying “I’ll have to check on that”? Now they’ll have on-call information embedded right into their script flow.

  • Display real-time directories and on-call schedules
  • Let agents know who’s covering what and when
  • Empower them to tell the caller who will follow up or dispatch

Best for: Medical practices, repair services, and teams with rotating staff availability or time-based SLAs.

4. Post-Call Summary Scripts: Turn Calls Into Action Plans

No more loose ends. With summary scripting, you can turn any call into a trackable, reviewable task—right after it ends.

  • Automatically launch a summary script after a call
  • Log key data for supervisor follow-up
  • Trigger timed re-openings or follow-up actions
  • Use it for QA review, dispatch instructions, or case management

Best for: Field service teams, dispatch operations, and quality-focused contact centers.

Why These Upgrades Matter

All four features are designed to:

  • Streamline multitasking across voice, text, and chat
  • Improve customer satisfaction with faster, more informed responses
  • Increase visibility for supervisors and operations leaders
  • Support complex call flows without breaking agent focus

Whether you’re managing customer service, lead response, or time-sensitive inquiries, these upgrades help your team do more—with less friction.

Ready to Try Them Out?

We’re currently finalizing bundle pricing and early access rollouts. Want a hands-on look at how these features could streamline your workflow?

  • Book a live demo
  • Get matched with the right feature set
  • See the results in real time

Book a Demo Now

Disclaimer: The information provided in this blog is for informational purposes only and does not constitute legal advice. Compliance regulations frequently change, and businesses should consult a qualified attorney or compliance expert before making regulatory decisions. CallShaper provides technology solutions to enhance contact center efficiency and compliance but does not offer legal representation or compliance certification.

AI Disclosure:This article was generated with the assistance of AI and reviewed by industry professionals to ensure accuracy and compliance.