Front

Front brings voice conversations and all other support channels in one seamless, collaborative platform. Through powerful integrations with leading voice providers support teams can effortlessly manage voice interactions alongside other channels without giving up tools they trust most

With the latest version of the integration created by Front, agents can now handle calls in real-time with complete customer context at their fingertips, while support leaders can monitor and optimize team performance across channels, all in Front.

Integration features

• No more channel switching:
  Seamlessly manage voice and SMS conversations in the same place as your email, chat, and more. Receive inbound calls from customers, call them back, or make outbound calls directly from your Front inbox.

• Full customer information on every call:
  See past customer conversations and important CRM data while on a live call.

• Collaborate live with teammates:
  Listen, search, and comment on call and voicemail transcripts and recordings without leaving your inbox. Tag teammates on transcripts to collaborate live and resolve issues faster.

• Keep agents focused:
  Agent status automatically updates to “busy” while on a call, pausing rule assignments from all conversation types (e.g., email, live chat, SMS, etc.).

• Track omnichannel performance:
  Track call and SMS metrics along with your email and chat conversation metrics all in your Front Analytics.