Send Texts Worldwide
Send SMS messages to customers in any country from a local number — no carrier restrictions, no international surcharges from inside Nectar Desk.
Learn more →Feature Category
Contact Center Features
The full suite of omnichannel, CRM, dialer, and team tools that power modern cloud contact centers.
Activities
Log calls, notes, tasks, and follow-up reminders directly on each contact record so nothing falls through the cracks after a conversation ends.
Learn more →Advanced Queue History
Review the complete history of every queue — including wait times, abandonment events, overflow triggers, and agent answer rates — across any time period.
Learn more →Auto Dialer
Automatically dial contacts from a list and connect answered calls to available agents — eliminating manual dialing and idle time between calls.
Learn more →Callback from Queue
Let callers request a callback instead of waiting on hold — agents call them back when available, reducing abandonment and improving satisfaction.
Learn more →Call Barging
Supervisors can join any live call and speak to both the agent and customer instantly — the most direct escalation tool in the contact center.
Learn more →Call Disposition Codes
Tag every call with a custom outcome code in one click — sale, callback, DNC, voicemail — and feed that data into analytics and CRM pipelines automatically.
Learn more →Call Distribution (ACD)
Route every inbound call to the most qualified available agent based on skill, language, customer priority, or queue assignment.
Learn more →Caller ID Masking
Show a specific number as your outbound caller ID — a local number, a campaign number, or your main business line — regardless of which agent is calling.
Learn more →Call Monitoring
Supervisors can listen to any live call in real time without the agent or customer knowing — perfect for quality assurance and agent coaching.
Learn more →Call Whispering
Supervisors can speak privately to an agent during a live call — the customer hears nothing.
Learn more →Canned Responses
Pre-written reply templates agents can insert into SMS, live chat, and email with one click — reducing handle time and keeping messaging consistent.
Learn more →Chatbot
Deploy an AI-powered chatbot on your website to handle common inquiries, qualify leads, and route complex cases to live agents automatically.
Learn more →Click-to-SMS Extension
Send an SMS by clicking a phone number — provided via the CallKarma Chrome extension.
Learn more →Cold & Warm Transfers
Transfer calls immediately to another agent or queue (cold) or stay on the line to introduce the customer before handing off (warm).
Learn more →Contact Lists
Import, organize, and manage customer and prospect lists for outbound campaigns — with filtering, deduplication, and DNC compliance built in.
Learn more →CRM System
A built-in CRM that stores every customer interaction, call recording, note, and task in one place — no third-party CRM required.
Learn more →CRM Call Center Feature
Connect your call center data — calls, recordings, dispositions, and SMS — directly into your existing CRM for a complete customer view.
Learn more →Custom Agent Statuses
Define custom availability statuses beyond Ready and Busy — Lunch, Training, Break, After-Call Work — and track time in each status per agent.
Learn more →Customize Your CRM
Add custom fields, rename columns, create custom views, and tailor the Nectar Desk CRM to match your exact data model and sales process.
Learn more →Email Campaign
Send targeted email campaigns to contact list segments directly from Nectar Desk — no separate email marketing tool required.
Learn more →Email Channel
Receive and reply to customer emails from inside the Nectar Desk inbox — alongside calls, SMS, and chat — in one unified agent workspace.
Learn more →Facebook Messenger
Manage Facebook Messenger conversations from the same inbox as your calls, SMS, and emails — no tab switching, no missed messages.
Learn more →Forms
Create custom web forms to capture lead or customer data and feed submissions directly into the Nectar Desk CRM automatically.
Learn more →Individual SMS
Agents send one-to-one SMS messages to any customer from their assigned virtual number — logged automatically to the contact record.
Learn more →Instagram Integration
Reply to Instagram direct messages from inside the Nectar Desk inbox — alongside calls, SMS, and email — without switching apps.
Learn more →Live Chat
Engage website visitors in real time with a branded live chat widget — conversations handled by agents in the same inbox as calls and SMS.
Learn more →Local Presence
Show a local caller ID that matches the area code of the number you're calling — applied via Automatic caller ID selection in campaigns.
Learn more →Multiple Agents Calling Campaign
Assign an outbound dialing campaign to multiple agents simultaneously — with shared contact lists, equal distribution, and real-time campaign analytics.
Learn more →Permissions
Control exactly what each agent, supervisor, or admin can access, see, and do inside Nectar Desk with granular role-based permissions.
Learn more →Pop-Outs
Open CRM records, contact details, and caller information in a pop-out window — keep the softphone visible while reviewing customer data on another screen.
Learn more →Ring Groups
Ring multiple agents simultaneously or in a hunt sequence — the first available agent answers, reducing wait time for callers.
Learn more →Skills-Based Routing
Route every caller to the agent most qualified to help — based on tagged skills like language, product expertise, or support tier.
Learn more →SMS Analytics & Reports
Track SMS message volume, delivery rates, response times, and agent performance across all text campaigns and one-to-one conversations.
Learn more →SMS Automation with Pipedrive
Trigger automatic SMS messages based on Pipedrive deal stage changes, activity completions, or contact field updates — without manual agent action.
Learn more →SMS Benefits
Why SMS outperforms every other customer communication channel — open rates, response rates, and why leading call centers add texting to their stack.
Learn more →SMS Campaign
Send targeted bulk SMS messages to contact list segments — promotions, reminders, alerts, and follow-ups — directly from Nectar Desk.
Learn more →SMS Channel
A dedicated SMS channel inside the Nectar Desk omnichannel inbox — all text conversations in one place alongside calls, chat, and email.
Learn more →SMS History
Search and review the complete history of every SMS conversation — by contact, agent, date, or number — for auditing, training, and dispute resolution.
Learn more →SMS Scheduler
Schedule SMS messages to send at a future date and time — perfect for appointment reminders, follow-ups, and time-zone-aware outreach.
Learn more →Statistics & Reporting
Comprehensive call center statistics — calls handled, AHT, service level, abandonment rate, and agent performance — in real time and historical views.
Learn more →Teams
Organize agents into teams with shared queues, reporting, and access controls — so supervisors manage their group without seeing other departments' data.
Learn more →Two-Factor Authentication
Require a second factor — SMS or authenticator app — for every Nectar Desk login to protect your call center data from unauthorized access.
Learn more →Unlimited Calls in Queue
Hold as many callers in queue as arrive — no maximum queue depth limit — so no caller receives a busy signal during peak volume.
Learn more →WhatsApp Messaging
Send and receive WhatsApp Business messages from the Nectar Desk inbox — alongside calls, SMS, and email — in one unified workspace.
Learn more →CRM Automations
Build visual CRM workflows that react to contacts, deals, calls, and dispositions — then send messages, create tasks, assign users, and more.
Learn more →Preview Dialer & Call Scripts
Let agents review each contact record before dialing, run preview campaigns from a dedicated workspace, and keep every call on script.
Learn more →Power Dialer Campaigns
Run outbound power dialer campaigns with dial ratio, machine detection, retries, calling hours, and a live campaign dashboard.
Learn more →Campaign Workflows
Automate power dialer call flows with messages, keypad questions, routing, and follow-up SMS, email, or ticket steps — no agent needed.
Learn more →AI Call Analysis & QA Scorecards
Score every call with AI, review transcripts, summaries, and sentiment, and grade conversations against your own QA scorecards.
Learn more →AI Coaching & One-on-Ones
Turn AI call scores into coaching — rank agents on a leaderboard, compare team strengths, track trends, and prepare one-on-ones.
Learn more →Voice CSAT Surveys
Run post-call voice CSAT surveys with keypad answers, sampling and cooldown rules, low-score alerts, and a CSAT dashboard.
Learn more →Ticketing
Turn customer emails into tickets with dedicated inboxes, an agent ticket workspace, reusable templates, and a ticket dashboard.
Learn more →AI Chatbot Actions
Let your AI chat bot take action during SMS and live chat conversations — call APIs, look up orders, create contacts, and fire webhooks.
Learn more →Knowledge Base & AI Assistant
Give agents and AI one trusted source of answers with a reviewed knowledge base, plus an AI Assistant panel right in the agent top bar.
Learn more →Custom Dashboards & Scheduled Reports
Build your own dashboards from call center widgets and schedule custom reports to arrive by email as CSV — daily or on your schedule.
Learn more →Workforce Management
Plan agent schedules, apply them to future weeks, and manage day-off requests that agents submit and supervisors review.
Learn more →Team Chat
Message teammates without leaving Nectar Desk — direct messages and group channels built into the agent top bar.
Learn more →DNC Lists & Blocked Numbers
Keep do-not-contact lists for calls, SMS, and email, and block unwanted callers one at a time or by CSV import.
Learn more →