Smart queues
Distribute calls to the best available agent with routing strategies, priorities and overflow by schedule or load.
Contact Center and Call Center for businesses that live on service.
Manage inbound and outbound calls, queues, agents, live monitoring and professional-grade reports — a managed, secure and scalable call center platform.
Everything a call center needs, managed by TelHarbor.
From the first call to the supervisor's report: smart routing, live monitoring and metrics to make decisions.
Live monitoring
Real-time wallboard with calls waiting, connected agents, times and service level so you can act instantly.
Professional reports
Metrics by queue and by agent: answered, abandonment, wait time, occupancy, ranking and hourly/daily trends.
How it works
From the call to the metric, in four steps.
The same flow handles voice, WhatsApp and SMS, and everything is logged.
1. The interaction arrives
A call, a WhatsApp or an SMS reaches your business number and enters the contact center flow.
2. IVR / bot routes
The menu or bot identifies the reason and directs to the right department or queue, or resolves automatically.
3. The queue assigns the agent
The call is delivered to the most suitable agent by strategy, priority and availability, with context.
4. Supervision and reports
The supervisor sees everything live (wallboard) and gets reports with KPIs to improve the operation.
For every type of operation
The same platform adapts to inbound, outbound and blended call centers.
Sales and telemarketing
Outbound campaigns, API-assisted dialing (click-to-dial), sales queues and results tracking.
Support and service
Inbound service with IVR, tiers, recording and service-level and satisfaction metrics.
Collections
Collection queues, routing by portfolio, recording for backup and management reports.
Reception and screening
Call distribution by topic, business hours and voicemail delivered by email or WhatsApp.
Build or modernize your call center with TelHarbor.
Request a contact center proposal for your operation.
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FAQ
Frequently asked questions about contact center and call center
What is a contact center?
It is a platform to manage customer service across several channels (voice, WhatsApp, SMS) with queues, agents, routing, live monitoring and reports. A call center is the voice-focused version.
Does it support inbound and outbound calls?
Yes. It supports inbound (support, service), outbound (sales, collections, telemarketing) and blended operations, with queues and routing strategies for each case.
Can I see the operation in real time?
Yes. The wallboard shows calls waiting, connected agents, times and service level live; and the supervisor gets reports with metrics by queue and by agent.
Does it include call recording?
Yes. Calls can be recorded for backup, quality and training, with search and playback based on permissions.
Do agents need physical phones?
Not necessarily. They can work with the TelHarbor softphone from a computer or mobile, or with IP phones, as you prefer.
See the contact center live
Real-time monitor of queues and agents (demo).
Contact Center — Live monitorLIVE
3
Waiting
4
Available
0:18
Avg wait
94%
Service level
Ana G.
Carlos M.
Diego R.
Elena V.
Fabián S.
Gaby L.
Hugo P.
Irene C.
Demo with simulated data. In your account, data is real and live from your PBX.