Omnichannel Customer Service Software

Increase your first call resolution

LeadDesk’s efficient customer service software helps you solve your customers’ problems the first time they get in touch with you.

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Get support in running a high-performing customer service organisation

LeadDesk offers a fast user interface, flexible IVR and easy CRM integrations that enable an efficient customer service organisation. With intelligent call and email distribution, LeadDesk helps forward your customers to the right agent every single time.

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Calls, emails, SMS, chats

Collect all customer service requests in the same queues to effectively prioritize your agents work.

Intelligent blending

Blend inbound and outbound calls seamlessly to agents and improve their productivity.

Powerful monitoring and reporting

Stay on top of your business with call monitoring, live dashboards and compelling reporting tools.

Case study

Intrum

A leading European credit management and solutions company Intrum wanted a close partner that could provide local support in the local language. They also needed someone able to answer the data handling and security needs of demanding financial clients. See why they chose LeadDesk.

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Looking for an outbound sales or inbound solution?

On top of inbound sales, LeadDesk shines in calling out to the right customers and handling a massive number of customer feedback.

Explore our outbound sales solution Explore our inbound sales solution

Full list of customer service features

Omnichannel

Change channel

Change channel at any point. Got an e-mail? Call them back.

Single contact card for all channels

Have all your customer interactions from different channels in one contact card.

Natively omnichannel

Calls, emails, sms, webchat, and messaging apps - all in one place.

Intelligent distribution

Multichannel routing

Messages from all channels will be combined and directed to the agent handling the customer.

Call queues

Build your own queues and messages.

Skills-based routing

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

Intelligent call and message distribution

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

Advanced IVR Management

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

Easy call forwarding

No answer call forwarding

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

Ring groups

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

Forward-to-phone

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

Quality management

Speech-to-text (STT)

Connect to industry-leading STT providers with our API

Call recording

Record entire calls or just the voice receipt.

Call monitoring

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

Effective contact management

Customizable call ending reasons

Choose from pre-set call ending reasons or create your own.

Contact history

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

Custom tags

Organize, Search and Label your contacts with custom tags

Custom fields

Edit the contact card with our customizable fields.

Reporting

Save and access favourite reports

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

Build custom reports

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

Prebuilt reports

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

Live dashboard

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

Security / Reliability / Compliancy

SSL encryption

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

Locally compliant

Compliant with local regulations

Reliable hosting

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

Local data storage

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

Custom permissions for teams and roles

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

Other

Advanced API

Use our API to customise LeadDesk to do whatever your business needs.

Useful shortcuts

Use predefined short keys or create your own shortcuts to easily access information or set call results.

Set business hours

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

Enhanced caller information

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

Easy to use holiday configuration

Set your holiday opening hours and easily edit them months in advance.