All your favorite features, in one place.
Discover 50+ features that will make your team more productive.
- Premium Features
- Call Routing
- SMS Business Texting
- Call Center Features
- Collaboration
- Productivity
- Work from anywhere
- Integrations
Premium Features
WhatsApp support
Engage with your customers on the world’s most popular messaging app. Connect and offer global customer support via WhatsApp.
Conversations AI
With Conversations AI, track key details in a call summary. Identify the words and phrases that matter most.
Verified calling
Double your answer rates and build trust with business name, logo and verified badge and the reason for calling.
Call routing
IVR routing
Easily route your calls to the right agent or team along with the ability to include self-service options.
Automatic call distribution (ACD)
Select the order in which you want to circulate your sales and support calls – most idle, round robin or ring all.
Call queuing
Give your callers the option to remain in queue until one of your agents is available to respond.
Queue callback
Allow your callers to opt for a call back and hang up, instead of waiting in line until an agent answers the call.
Ring group
Route calls to teams and ring multiple or all agents at once.
Skill-based routing
Serve your customer better by connecting them with your most qualified agents – linguistically or technically skilled.
VIP routing
Ensure your high-value customers skip the queue and quickly connect with the next available agent.
Preferred agent routing
Provide a more personalized support experience by setting a preferred agent for certain clients.
Business hours
Define the opening hours and decide when you and your team are available for receiving calls.
Customizable on-hold messages
Reduce hang-up rates with customized on-hold messages and music.
Professionally recorded greetings
Get your greetings and prompts professionally recorded through iCallBlazer’s Voice Studio. Over 20 voice personalities in 4 different languages.
SMS Business Texting
SMS business text messaging
Send, receive, and manage text messages between you and your contacts from your iCallBlazer number for personalized conversations.
MMS business text messaging
Send images, videos, audio clips and more. Moreover, you can use emojis to add a dash of personality to your messages!
Text from within your CRM
Send text messages directly from the iCallBlazer app or from your CRM or Helpdesk.
SMS/MMS broadcast
Send event invites, reminders, promotions, discounts and more in an instant. Select the contacts, write your text message, schedule a time and hit send.
Call Center Features
Live call monitoring
View and listen to any call your teams are on, and offer advice to your agents without disrupting the flow of the conversation.
Call whispering
Coach agents in real-time while they’re conversing with a customer without letting the customer know.
Call barging
Drop into an on-going call between your agent and customer and talk to the customer directly.
Custom agent statuses
Agents can display their status in real-time. Supervisors can stay informed about the availability status of their team members.
Real-time dashboards
Track key metrics like average wait time, average handle time and hold times through a live dashboard.
Monitor service levels
Manage your call center and ensure your SLAs are being met organized by queue, agent, client, or department.
Understand Abandoned metrics
Analyze and understand abandoned calls. Missed Call Detection displays which of your missed calls were and were not resolved by your agents.
Call center analytics
See the performance of your call center. Complex statistics on calls and texts, agents and call queues all in one place.
Call recording
Coach your team efficiently, ensure quality assurance, and guarantee compliance.
Pause-resume recording
Protect your callers’ sensitive information by temporarily pausing call recording as needed.
Call lifecycle
Monitor and track each and every single step of your incoming and outgoing calls.
Post Call/CSAT surveys
Collect feedback as soon as the agent ends the call. Ask your customers to rate their experience with a 1-5 score as well as an explanation in their own words that is transcribed for easy access
After call work (ACW)
Provide buffer time and allow your agents to complete all follow-up tasks after each call – sending email, updating information in CRM and more.
Collaboration
Shared call inbox
Maintain clear visibility of call activity across your team. Collaborate to respond and follow up on calls.
Phone extensions
Assign everyone a personalized phone extension number or a dedicated phone number that customers or colleagues can quickly dial.
Call commenting and assignment
Add comments to calls and assign it to your teammate for follow-up.
Warm transfer
Brief the next team member before forwarding the call over to better handle the customer or prospect’s needs.
Conference calling
Host a conference call in seconds. Add existing contacts, dial new ones in and collaborate anywhere, anytime.
Productivity
Click-to-call
Make calls with a single click straight from your iCallBlazer app, CRM, Helpdesk or ATS tool.
Power dialer
Call 60-70 contacts per hour, effortlessly. Upload the contacts list and let the software dial the number for you swiftly.
Call screening and announce
Screen out nuisance calls and send low priority calls to voicemail.
Block spam calls
Block unwanted calls. Permanently block specific phone numbers, entire area codes, or callers without caller ID.
Business voicemail
Access and manage your business voicemails from anywhere via email or our app. Easily set up, check and administer across your organization.
Voicemail transcription
Transcribe your voicemail messages into readable messages format so you can read them on your smartphone, tablet or laptop.
Autoreply by text
Automatically respond to unanswered calls with a standard text response when you are unavailable or busy.
Virtual faxing
Send and receive online faxes from anywhere and from any device. Easily view, share, and print faxes from your email.
Work from Anywhere
Mobile apps
Turn your smartphone into a business phone. Look and sound professional anywhere with the iCallBlazer mobile app.
Ring on speakers
Change your audio settings to ring your speakers when a call comes in so you will hear it while you’re away from your desk.
Desktop apps
With iCallBlazer’s desktop apps (Windows, Mac, Linux and Chrome) make and receive calls, texts, check voicemail messages, call history and more fully integrated with your CRM.
Call flip
Discreetly move live calls from one device to another without the caller ever knowing.
Smart call forwarding
Calls go wherever you want them to go. Forward incoming calls to your mobile and never miss another important call.
Integrations
One-click integrations
Integrate with over 100+ CRM, Helpdesk, ATS and other apps with a single click.
Workflow automation
Automate workflows in your customer support and sales teams and let software do all the manual work. Trigger actions in iCallBlazer or other tools.
API and webhooks
Connect and sync external apps with third-party solutions you’re already using whether it’s in your in-house system or an application.
CTI integration
Every call-related activity can be handled directly from a single interface. Add new contacts, create tickets, tasks or edit orders in your CRM, helpdesk or e-commerce solution.
Insight cards
Get a more complete view of each inbound call by pulling related data from other apps into view.
Call Routing
IVR routing
Easily route your calls to the right agent or team along with the ability to include self-service options.
Automatic call distribution (ACD)
Select the order in which you want to circulate your sales and support calls – most idle, round robin or ring all.
Call queuing
Give your callers the option to remain in queue until one of your agents is available to respond.
Queue callback
Allow your callers to opt for a call back and hang up, instead of waiting in line until an agent answers the call.
Ring group
Route calls to teams and ring multiple or all agents at once.
Skill-based routing
Serve your customer better by connecting them with your most qualified agents – linguistically or technically skilled.
VIP routing
Ensure your high-value customers skip the queue and quickly connect with the next available agent.
Preferred agent routing
Provide a more personalized support experience by setting a preferred agent for certain clients.
Business hours
Define the opening hours and decide when you and your team are available for receiving calls.
Customizable on-hold messages
Reduce hang-up rates with customized on-hold messages and music.
Professionally recorded greetings
Get your greetings and prompts professionally recorded through iCallBlazer’s Voice Studio. Over 20 voice personalities in 4 different languages.
SMS Business Texting
SMS business text messaging
Send, receive, and manage text messages between you and your contacts from your iCallBlazer number for personalized conversations.
MMS business text messaging
Send images, videos, audio clips and more. Moreover, you can use emojis to add a dash of personality to your messages!
Text from within your CRM
Send text messages directly from the iCallBlazer app or from your CRM or Helpdesk.
SMS/MMS broadcast
Send event invites, reminders, promotions, discounts and more in an instant. Select the contacts, write your text message, schedule a time and hit send.
Call Center Features
Live call monitoring
View and listen to any call your teams are on, and offer advice to your agents without disrupting the flow of the conversation.
Call whispering
Coach agents in real-time while they’re conversing with a customer without letting the customer know.
Call barging
Drop into an on-going call between your agent and customer and talk to the customer directly.
Custom agent statuses
Agents can display their status in real-time. Supervisors can stay informed about the availability status of their team members.
Real-time dashboards
Track key metrics like average wait time, average handle time and hold times through a live dashboard.
Monitor service levels
Manage your call center and ensure your SLAs are being met organized by queue, agent, client, or department.
Understand Abandoned metrics
Analyze and understand abandoned calls. Missed Call Detection displays which of your missed calls were and were not resolved by your agents.
Call center analytics
See the performance of your call center. Complex statistics on calls and texts, agents and call queues all in one place.
Call recording
Coach your team efficiently, ensure quality assurance, and guarantee compliance.
Pause-resume recording
Protect your callers’ sensitive information by temporarily pausing call recording as needed.
Call lifecycle
Monitor and track each and every single step of your incoming and outgoing calls.
Post Call/CSAT surveys
Collect feedback as soon as the agent ends the call. Ask your customers to rate their experience with a 1-5 score as well as an explanation in their own words that is transcribed for easy access
After call work (ACW)
Provide buffer time and allow your agents to complete all follow-up tasks after each call – sending email, updating information in CRM and more.
Collaboration
Shared call inbox
Maintain clear visibility of call activity across your team. Collaborate to respond and follow up on calls.
Phone extensions
Assign everyone a personalized phone extension number or a dedicated phone number that customers or colleagues can quickly dial.
Call commenting and assignment
Add comments to calls and assign it to your teammate for follow-up.
Warm transfer
Send event invites, reminders, promotions, discounts and more in an instant. Select the contacts, write your text message, schedule a time and hit send.
Conference calling
Host a conference call in seconds. Add existing contacts, dial new ones in and collaborate anywhere, anytime.
Productivity
Click-to-call
Make calls with a single click straight from your iCallBlazer app, CRM, Helpdesk or ATS tool.
Power dialer
Call 60-70 contacts per hour, effortlessly. Upload the contacts list and let the software dial the number for you swiftly.
Call screening and announce
Screen out nuisance calls and send low priority calls to voicemail.
Block spam calls
Block unwanted calls. Permanently block specific phone numbers, entire area codes, or callers without caller ID.
Business voicemail
Access and manage your business voicemails from anywhere via email or our app. Easily set up, check and administer across your organization.
Voicemail transcription
Transcribe your voicemail messages into readable messages format so you can read them on your smartphone, tablet or laptop.
Autoreply by text
Automatically respond to unanswered calls with a standard text response when you are unavailable or busy.
Virtual faxing
Send and receive online faxes from anywhere and from any device. Easily view, share, and print faxes from your email.
Work from anywhere
Mobile apps
Turn your smartphone into a business phone. Look and sound professional anywhere with the iCallBlazer mobile app.
Ring on speakers
Change your audio settings to ring your speakers when a call comes in so you will hear it while you’re away from your desk.
Desktop apps
With iCallBlazer’s desktop apps (Windows, Mac, Linux and Chrome) make and receive calls, texts, check voicemail messages, call history and more fully integrated with your CRM.
Call flip
Discreetly move live calls from one device to another without the caller ever knowing.
Smart call forwarding
Calls go wherever you want them to go. Forward incoming calls to your mobile and never miss another important call.
Integrations
One-click integrations
Integrate with over 100+ CRM, Helpdesk, ATS and other apps with a single click.
Workflow automation
Automate workflows in your customer support and sales teams and let software do all the manual work. Trigger actions in iCallBlazer or other tools.
API and webhooks
Connect and sync external apps with third-party solutions you’re already using whether it’s in your in-house system or an application.
CTI integration
Every call-related activity can be handled directly from a single interface. Add new contacts, create tickets, tasks or edit orders in your CRM, helpdesk or e-commerce solution.
Insight cards
Get a more complete view of each inbound call by pulling related data from other apps into view.