LeadDesk Features

Our call center software features all the tools you need

LeadDesk is designed for phone-based sales and customer service. Our browser-based software only requires a computer and internet connection. There are LeadDesk call center software features for outbound, B2B, inbound, blended, calling, emailing, texting, contacts management, monitoring, reporting etc.

You can also extend LeadDesk with apps from the LeadApps store

Calling features

Inbound features

Monitoring and Reporting

Safety and Compliance

Calling features

 

All the features you need to run a call center business or a sales team.

Advanced call control settings

Hold, Mute, Transfer or turn a call into a Conference, with just one click

Call queues

Build your own queues and messages.

Click-to-Call

Use LeadDesk Button to call directly from your CRM, Website or even Excel sheet.

Easily add phone numbers

Buy new numbers inside of LeadDesk and have them activated within the day.

Customizable call ending reasons

Use any of the pre-set call ending reasons, or create your own.

Call summary notes

Let your agents make and access notes about your prospects

Set your own outbound caller ID

Easily mask your outgoing numbers, to show the number you desire.

Set business hours

Easily configure and edit your business hours to suite your needs.

Advanced contact list management

Edit, Update or Split your calling list, with just a few clicks.

Instantly add new leads

Import leads directly to your calling list from e.g. web forms.

Custom fields

Edit the contact card with our customizable fields.

Custom tags

Organize, Search and Label your contacts with custom tags

Contact History

Display customer interactions, information and comments in the agent or admin menu.

Automatic call-back

Never miss a call back again. In LeadDesk you can automatically add call backs after each call.

Useful short keys

LeadDesk has several useful short keys, to easily access information or set call results.

Choose your dialer mode

Manual & automatic dialer included in for all LD users. Power-, Predictive- and Account dialing available for LD Essential, Advanced and Enterprise customers*.

Inbound features**

Route caller to the best agents, team or department with custom criteria.

** Some features may require purchase of IVR or Queue

Advanced IVR management

Easily route your call to the right agent with our flexible IVR.

Intelligent Call Distribution

Make sure the customer speaks with the right agent based on agent skills, your IVR or caller information.

Skills-Based Routing

Increase your caller satisfaction and first-call-resolution, by matching the caller to the agent with the required skill set.

Forward-to-Phone

Forward your calls to mobile, to make sure a call never goes unanswered.

Easy to use Holiday configuration

Use any of the pre-set call ending reasons, or create your own.

Ring Groups

With our flexible ring groups, you can easily ring several agents at one time, or in a specific order.

Enhanced Caller information

Integrate your CRM with LeadDesk to access customer information, before you answer the call.

No Answer Call Forwarding

Make sure the customer gets a hold of someone, by forwarding your calls when agents are busy.

Inbound call blending

Easily configure and edit your Holiday opening times, months in advance.

MONITORING AND REPORTING

Easily access both historic and live data with a few clicks.

Call monitoring

Use call recordings, or listen to agent call live, to coach agents and guarantee that your quality standards are met.

Call recording

Build your own queues and messages.

Live dashboard

Customize your dashboard with a large set of pre-defined widgets and real-time stats.

Prebuilt reports

Use our pre-built reports to easily get statistics about your contact lists, agents or channels.

Build custom reports

Build your own reports by filtering by campaigns, offices, products, queues, etc.

Save and access favourite reports

Easily save and access your favourite reports, without having to recreate all over again.

Safety and Compliance

LeadDesk is compliant with EU & local regulations, out of the box.

Custom Permissions for teams and roles

Configure dashboards or limit access based on team role or office or IP.

Automatic black-list & DNC-integration

Make sure you never call a contact you’re not supposed to, by automatically integrating with DNC-registers or your own black-lists

Local data storage

All our data is stored in the EU, according the EU requirements and safety standards.

Reliable hosting

Our wide network of hosts, in several EU countries, ensure high uptime and security

Locally compliant

Compliant with local regulations

SSL encryption

The SSL encryption ensures that all data passed between the web server and browsers remain private and intact.

Advanced API

Use our API to make LeadDesk do what you want it to.