The call center CRM for ecommerce
Agents work a queue, take phone orders and recover declined charges from the same customer record your funnels write into.
Everything an agent needs on one screen
Part of CRM, Automations & Call Center.
- Workstation
- Get next call, available, on break
- Order entry
- Card-not-present phone orders
- Customer service
- Orders, subscriptions, cards on file
- Call logs
- Every call, with its recording
- Callbacks
- Scheduled and routed by rule
- Supervisor
- Live monitor and dashboard
Turn failed charges into phone orders
Abandoned checkouts and failed charges land in the agent queue with the decline code. The agent calls, takes a new card and places the order.
- Leads worked from CRM pipelines set up for the call center
- Each work item linked to its CRM entry
- Orders go through your MID routing
- Queue
- Abandons and failed charges
- Context
- Decline code, orders, notes
- Action
- MOTO order on the call
- Result
- Disposition logged on the record
Save the cancel call
Look up the customer, see every subscription, and offer a pause, discount or downgrade before the cancellation goes through.
- Retention offers applied by the agent
- Refund or cancel against chargeback alerts
- Card data redacted from notes and recordings
- Do-not-call list and quiet hours
Your dialer, your agents, or both
Five9, ViciDial, Ytel
Click-to-dial, screen pops and recordings.
Outside call centers
HelpGrid, Logicall, SalesBound and more.
Agent commissions
Rules, leaderboard, approvals and payroll export.
Call center CRM FAQ
What is a call center CRM?
Software where agents take calls, place orders and follow up on customers from one record. In ElasticFunnels that record is the same one your funnels, checkout and subscriptions write to, so an agent sees every order, rebill and decline.
Can agents take phone orders?
Yes. Order Entry is a card-not-present (MOTO) checkout for agents: pick the products, take the card on the call and place the order. It runs through the same payment routing as your online checkout.
How do declined orders reach an agent?
Abandoned checkouts and failed charges can be routed into the agent queue. The agent workstation shows the decline code, so the agent knows why the charge failed before calling.
Which phone systems does it work with?
Five9, ViciDial and Ytel. Connected, they give click-to-dial, screen pops and call recordings on the call log.
Can I pay agents commission?
Yes. Commission rules track each agent's sales, with a leaderboard, an approval workflow and an export for payroll.
Can I use an outside call center instead?
Yes. HelpGrid, Logicall, SalesBound, Committed Coaches, Nuyu and Tauk connect as integrations, and can run next to your own agents.