Each month, we will be highlighting a question we receive often from current and potential customers. This month’s question: Can I use CallShaper with my cell phone?
The short answer: yes and no. We’ll start with the ways you can use your cell phone with CallShaper. If you have an inbound call center and are using CallShaper’s Interactive Voice Responder (or IVR), you can use this technology to route incoming calls to your cell phone based on the time of day, customer location, or if that’s the phone you need to be using on a given day. However, this will always be the last step in the call’s route, as the dialer will need to treat your cell phone like a third party. That means that once the call is sent to your cell phone, it will just come through to you like a normal phone call. You won’t be able to return it to the queue, pull it back into the dialer, or send it to a voicemail or to another agent.
Now to the no part of the answer. In order to use CallShaper’s cloud-based dialing software, you need a computer, internet connection and a headset. All operations and outbound calls must originate from the computer. In other words, you can’t download the dialer on your cell phone and use it to make calls—outbound calls can only be generated through the software on a computer over the internet. For this reason, CallShaper can actually help boost focus among agents, plus cultivate an optimal work-life balance, especially while the majority of people are working from home.
To learn more about some of the unique features that CallShaper offers, download our complementary Comprehensive Dialer Buyer’s Guide today.