Call Transfers

Deliver better customer service by transferring callers to agents best-equipped to help them in just a click. Pick up, identify the issue, and send them on their way – it’s that easy.

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Warm Transfers

Share any relevant data with the next agent before transfering your customer’s call.

Extensions

Search and identify department or individual agents through internal extensions.

Anywhere, Anytime

Transfer externally to your direct line whenever your team is unavailable or too busy.

"With CloudTalk's Analytics I now get to see every step of the way. We can find discrepancies between our agents and gain a much better understanding of our teams' setup."

Nelly Donnelly Service Delivery Manager

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"CloudTalk improved our team's cost and efficiency. The script feature allows us to lead the calls in a much more systematic way, as well as all the action buttons to trigger actions directly into our backend."

Yohann Bensadoun Global Supply Growth

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"Our call volume tripled in only 2 years, from around 10,000 calls to 30,000 per quarter and with CloudTalk, we can now handle all of this communication easily. It was an excellent choice."

Frederico Lopes Head of Customer Service

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"We have seen a significant increase in our outbound call volume since we started using CloudTalk and we can now reach out to more prospects and customers than ever before."

Elay Sasson Call Center Manager

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Other features you might like

Call Flow Designer

Design your inbound calling journey to fit the unique needs of your business and customers’ expectations.

VIP Queues

Assign VIP tags to your higher priority customers so they can skip the queue and reach the right agent instantly.

Caller-Based Routing

Route callers automatically based on factors like agent skills and skill levels, custom fields and even CRM or HelpDesk info.

Skill-Based Routing

Assign custom skills to your agents or teams and route customer calls automatically based on their expertise.

Turn your CloudTalk into a much larger and powerful tool

Expand your business toolstack with a business calling software that can be easily integrated into your existing CRMs, ecommerce or helpdesk tools, like Salesforce, Freshdesk, Help Scout, and dozens more.

See All Integrations

Have questions?

What is call transfer + definition of cold and warm call transferring?

Call transfer is a calling software feature that lets agents transfer incoming calls to one another. It is used to quickly connect customers with the right person or department. Call transfer improves customer experience and reduces waiting times.

There are two types of call transfers. With cold call transfer, an agent routes a call to another team member without briefing them on the case first. Warm call transfer lets the agent explain the case before routing the call to another agent. Consequently, customers don’t need to repeat themselves.

How do I transfer a call with the Call transfer feature?

Simply click on a Call transfer icon on your CloudTalk softphone interface, and choose to whom you want to transfer the call – another agent or an external contact. Then, select between warm or cold transfer. The call will be automatically routed to the chosen recipient.

What are the benefits of call transfer in a call center?

Call transfer reduces customer wait times by quickly connecting them with the right person or department. It also lets you work faster, and boosts customer satisfaction.

Why do agents transfer calls?

Agents transfer calls for a variety of reasons. They may transfer a call when the customer needs information or assistance that the agent is unable to provide, or if the customer needs to speak with someone in another department or location. Agents may also transfer calls if the customer has a complex technical issue or the call is taking too long to resolve.

How to transfer a phone call with desktop software?

Transferring calls with desktop software, such as CloudTalk, is an efficient and cost-saving way to quickly connect clients with the best-suited agents. Using desktop software is also much more convenient than using a traditional phone system.

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