Attended call transfers

Transfering incoming calls to your colleagues is a breeze with LiveAgent’s integrated attended call transfers. As a powerful part of call center software with the rest of the features, providing customer support via voice is now eaiser than ever.

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Definition of call transfers

What are attended call transfers?

Call transfers are a rather popular feature of call center software for many telecommunication and enterprise companies. It simply transfers (bumps) a call from one agent to another. There are 2 types of call transfers available, cold and attended. LiveAgent supports attended, warm, call transfers.

Once a customer calls and is about to be transferred by an agent, the call is put on hold. In the meantime, another call is initiated to make sure the end destination wants to answer it or reject. The outcome of this process differs from being picked up, rejected or simply not answered by an agent. If the call is not picked up, it is returned to the original agent.

Who benefits from the attended call transfers?

Transnational corporations, large enterprise companies and multi-national businesses having several departments and hundreds of agents all have to transfer calls to another agents on a daily basis. Customers’ call might end up in the wrong department or being handled by wrong agent. This is where the attended call transfers are the most efficient.

Benefits of attended call transfers

4 benefits of attended call transfers

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Contact with impatient customers

Impatient customers looking for an instant help and answers can now be served in a matter of seconds even when they call the wrong department or agent.

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Agents have time to prepare

While the incoming call is being transferred to another agent, he / she can get additional information via internal chat from the agent, who picked up the call as first.

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Seamless issue resolution

Give your clients the best experience possible by providing them seamless customer support via transferred calls follow ups via emails. All from same ticket.

Increased customer satisfaction and loyalty

Increase customer happiness

Happy customers are one of the most precious assets any company can have. Improving their happiness by customized approach is much easier.

Empower your workflow with IVR

Welcome your customers by deploying powerful Interactive Voice Response (IVR) and direct them to a specific department to solve their issues even faster. Create a unique IVR tree, which is ready in a matter of a few minutes. By defining the specific options your customers will be able to choose from, uploading the welcome message or a short snippet of music, you’ll be able to provide much more personalized customer approach.

Intelligent call routing

An important part of call center software is call routing, also known as Automatic Call Distribution (ACD), that is a feature that automatically distributes calls to the agents based on the pre-selected requirements. LiveAgent support call routing based on random assignment or priority assignment. By deploying the random assignment, all of the incoming calls will be distributed to agents in a random order. The priority assignment maximizes the availability of your agents and minimizes the idle-time.

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Fully packed call center software

Call center software does not have to cost hundreds of bucks. Attended transfers, IVR, unlimited call recordings or call routing are all part of LiveAgent’s cloud based call center. Discover all of the integrated features and get ready to talk to your customers via voice.

Reasons why companies made a switch to LiveAgent

“It’s so rich in functions and beat my 5-year zendesk subscription. So I switched. Very good value for me as small business owner.” Albert

I first tried out Zendesk but after hours of configuration and understanding the price model i realized that it was not for me. Instead I started using LiveAgent and must say I’m so far very satisfied. The system got exactly the right amount of configuration that I want and I have not yet found something that is not possible to do. The support itself is great and usually answer your questions in a couple of minutes.” Erik

“We moved to LiveAgent from ZenDesk… and wouldn’t go back… It’s amazingly affordable pricing and always helpful support team who are their to help us 24×7. Secondly, the advanced level of automation which has literally replaced our need for Zapier as there’s good amount of integrations. Plus they also give so many alias emails to connect that too very easily.” Aaron

“We and our clients were constantly having trouble with ZenDesk, but after looking at different options, we chose LiveAgent based on user reviews and its price.” Adam

“I used ZenDesk for years and I was tired of these “ticket-style” emails and that I can’t attach files to my emails, only send links. What I like in LiveAgent: it sends emails (not tickets), I can attach files, organize the flow of emails easier than in ZenDesk, can chat and manage emails from the same window. Also, LiveAgent supports spreadsheets in its emails and has a great support team.” Vlad

“We switched to this system after many years of using ZenDesk. The functionality is awesome: contact forms, live chat, databases, integration with social networks – all in one service and all these modules are well thought out and competently interact with each other. I liked that the service works stably even on mobile platforms (after ZenDesk this is a huge plus for us).” Olga

“Tried various solutions including Zendesk, Freshdesk and more. Then found LiveAgent. Great tool, good value for money, ease to use, great support and help to implement. And now, after several years of use, it is still the best choice for support tool that we could have done.” Michal

“I have used many other help desk system before such as LiveZilla, Zopim, Zendesk, Freshdesk, Desk.com, and etc. LiveAgent has beaten them in every way due to its pricing, features, customer support, and mobile features.” Harrison

The best value for your money

Stay in touch with your customers via voice support by deploying call transfers, unlimited voice recording and your own IVR tree.

Package Name

All-Inclusive

For large businesses and enterprise companies

$39 /mo

You Will Be in Good Hands!​

Do you know what Huawei, BMW, Yamaha, O2 and Oxford University have in common? You guessed right… LiveAgent!

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