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Why from the browser
Your team opens Chrome (or Edge, or Safari) and starts handling calls. No Zoiper, no SIP card, no desk phone. Quality is the same as Google Meet or WhatsApp Web — same level of encrypted audio and low latency.
What the agent can do
- Call and receive from the dial-pad or by clicking on a phone field in Salesforce.
- Hold the call with custom hold music per queue or per customer.
- Transfer to a colleague — blind, attended or three-way conference.
- Pause with reason ("Lunch", "Training", "Personal") so you know where time goes.
- Multi-party conferences without launching another app.
- View their history of recent calls without leaving the softphone.
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What the supervisor can do
- Silent listen on any active call for coaching.
- Whisper to the agent without the customer hearing.
- Join the conversation when the situation calls for it.
- Force pause, transfer or terminate a call in case of emergency.
Measured audio quality
Each call carries a MOS Score from 1 to 5 calculated from latency, jitter and packet loss in real time. Green if all's well, yellow if the network wobbles, red if there's a problem. Useful to spot agents with poor connectivity before it hits your KPI.
Inside Salesforce
The same softphone appears as an Open CTI panel inside the Service Cloud console. Your agents don't leave the screen — call, contact and case live in the same view. No double login: the SF session opens the SIVO session.
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