Attended call transfer
Add, remove, and forward call participants in real-time
urLive automatically routes customer video calls to your team. Incoming calls are distributed based on a set of easily modified rules, such as availability, expertise, and notification priority.
After a call is answered, attended call transfer allows your agents to manually route and share calls.
Flexible collaboration
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The agent that answered the call can invite one or more additional agents to join the call.
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Customers can be immediately transferred or forwarded to other members of your team.
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The agent that answered the call can leave the call without losing the customer, and they can rejoin the call at anytime.
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Calls with multiple participants can be transferred to another agent or a group of agents.
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Agents can jump between calls.
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Calls can be transferred between devices, such as a laptop to a mobile phone.
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Multi-party calling allows up to ten participants on any high-definition video call.
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Admins, unlimited in number, can easily update groups and routing rules.
Attended call transfer seamlessly supports a hybrid-remote workforce, decentralized administration, Business Process Outsourcing, and urLive Capacity Service™.
Personalized video calls
Call details, such as agent notes, scripts, and chat conversations are available to every agent who joins.
The Infinity Link that was clicked to initiate the call is included, allowing your team to adjust scripts and tailor calls based on the specific web page, text/SMS, email campaign, kiosk, QR code, or partner site from which the customer reached out.
A summary of who participated in the call, and the conversations they had through chat is available at the end of the call.
urLive’s rich call data helps you continuously improve operations, optimize the video call experience, track your KPI’s, and guide your business intelligence.
urLive experience
Customers and staff can choose to join the call in high-definition video or audio-only, and they can switch between modes and devices during a call.
Call participants can share their video screen, an app window, and more.
All video, audio, messages, and files are encrypted end-to-end during urLive calls to protect customer privacy.
urLive also lets participants quickly send and receive files, including files that are over 100MB, which are too large for conventional sharing.
