Your entire contact center. All in the cloud.
Everything You Need
Run your whole contact center from one platform.
CSRScape replaces the phone system, the inbox, the scheduling spreadsheets and the reporting tools with one cloud platform. Every channel, every agent and every metric in the same place — so you can see and manage the whole operation.
There's no hardware to buy, no phone system to maintain and nothing to install. Agents sign in from the browser, in the office or at home, and you add people, numbers and channels as you grow.
Queues & Routing
Every contact reaches the right place.
Whether a customer calls, texts, emails or chats, every contact follows the same path — so the work is handled in the right order by the right people, and you can see all of it.
Customer reaches out
By phone, SMS, email or web chat — whichever they prefer.
Answered & routed
Voice AI and IVR menus direct callers, while each number, mailbox and widget feeds the right queue.
Queued by priority
Contacts wait in the right queue, in priority order, for the agents assigned to it.
Resolved & measured
An agent or AI resolves it, and every step is recorded for reporting.
Agents assigned to queues
Staff each queue with the right people, and move agents between queues live as demand changes.
Priority & language
Give queues a priority and language so urgent and specialised contacts are handled first by the right team.
Workflow rules
Automatically assign, tag or close conversations based on what customers send.
The Call Center
A complete phone system, built in.
Your agents take and make calls in the browser — no desk phones or extra software. Hold, transfer to a colleague, a queue or an outside number, and bring others into the call.
Supervisors can listen in, coach the agent privately or join the call. Calls can be recorded with consent messages and transcribed, so every conversation is there to review.
Voice Apps & IVR
Design how every call is answered.
Build call flows from voice apps. Lead with a Voice AI agent that understands what callers need, or start with a traditional IVR menu for callers who prefer to press a key — with Voice AI as one of the options.
Custom menus send callers to queues, other menus or voice apps, and custom voice apps give callers information straight away. Voicemail is transcribed into the inbox as a conversation, and AI can follow up by text. Out-of-hours and long-wait handling makes sure no caller is left wondering.
Omnichannel
Every channel. One inbox.
Calls, texts, emails and chats arrive in the same place, with the customer's account and history alongside. Agents don't jump between tools, and customers don't repeat themselves.
Set how many live and async conversations each agent handles at once, use templates for consistent replies, and reach out with multi-step campaigns across voice, SMS and email.
Quality & Coaching
Better service starts with better insight.
Review real calls and conversations against your own quality forms, and turn what you find into coaching sessions your team confirms they've received.
Because recordings, transcripts and customer feedback are already in the platform, quality reviews and coaching stay grounded in real customer experiences — and the results flow into your scorecards.
Clear explanation of the next steps and a helpful, professional close. Good opportunity to confirm the customer's preferred follow-up channel.
The Essentials
Everything a contact center runs on.
The tools behind the conversations are part of the same platform.
Customer Records
Contacts, accounts, leads and history sit beside every conversation, with sync from supported business systems.
Multi-Brand
Run several brands from one account, each with its own numbers, mailboxes, chat widget, templates and AI.
Your Own Carrier
Use our numbers, or connect your own SIP trunk or Twilio account and keep control of routing.
Outbound Campaigns
Multi-step campaigns across voice, SMS and email, with scheduling and voicemail drop.
Knowledge Base
One source of answers for your team, your website and your AI agents.
Real-Time Monitoring
Live views of queues, channels, calls and agent status as the day unfolds.
Roles & Permissions
Control what each person can see and do, with audit and login history.
Integrations
Connect with self storage management software, Slack and more.
How it fits together
One platform. Every part connected.
CSRScape is one contact center platform. Channels, AI, queues, people and performance share the same customers, the same conversations and the same data — so whatever you start with, the rest is already there when you need it.
Contact Center
You're hereBrands, stores, queues and channels in one system.
Workforce
Forecasts, rosters and live team visibility.
ExploreAnalytics
Metrics, scorecards, dashboards and insights.
ExploreVoice AI
AI agents that answer and resolve calls.
ExploreAI Agents
AI that knows your business and takes action.
ExploreSMS
Two-way texting, handled by AI and your team.
ExploreBranded mailboxes in a shared, routed inbox.
ExploreWeb Chat
A website widget with AI, help and live agents.
ExploreGet Started with CSRScape
Everything your contact center needs. Nothing to install.
Start a free trial and see your phone system, inbox, routing, workforce and reporting working together — or talk to us about moving your contact center to CSRScape.
100% cloud · No hardware to buy · Works in your browser