Contact center software
One workspace for contact center agents handling calls, texts, email and chat.
Queuepoint puts every customer conversation in front of the agent in a single screen, whatever channel it came in on, and routes it by the rules the operations team sets. It is for contact centers where agents switch between several tools to answer one customer, routing rules have grown hard to change, and supervisors cannot see the whole queue in one place.
What it does
Brings voice, SMS, email and web chat into one agent desktop, routes each inquiry to the right queue or agent, and keeps the customer's history on screen while they talk.
Built for
In-house and outsourced contact centers, including healthcare access lines, interpreting and language services, collections, insurance and member services teams.
Useful when
Agents are toggling between a phone system, an inbox and a chat tool, a routing change needs a vendor ticket, or a contract renewal is coming up on the current platform.
What agents and supervisors get
- A single queue across voice, text, email and chat
- Skills and priority based routing that operations can edit directly
- Customer history and prior conversations alongside the live interaction
- Live queue and agent status views for supervisors
How a setup usually starts
- Mapping the current channels, queues and routing rules
- Rebuilding the routing that matters most first
- Moving one team or line of business before the rest