Helpline

Call Center & Contact Center Software

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This advanced call routing and scheduling platform is designed to efficiently manage high-stakes inbound communication lines, such as crisis hotlines and support services, by linking caller routing directly to staff schedules and automating escalation procedures, thereby reducing missed calls and ensuring timely response. Its key features include real-time schedule editing, automatic status updates for agents, callback request workflows, customizable caller ID and escalation policies, multi-language support, and extensive audit trails for accountability, making it an ideal solution for organizations seeking reliable, flexible, and scalable call management to improve caller experience and operational accountability for frontline support teams.

Helpline can be found in Call Center & Contact Center Software categories.

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Helpline Main Features

• Simple Pricing
  Pricing includes all features like calls, messaging, scheduling, and reporting, in plans that grow with your organization.
• Concierge Onboarding
  A dedicated team helps set up your system to match your needs, making onboarding easy and smooth.
• Fast Call Connection
  Callers are connected to your team in just 5 seconds, saving time and improving service.
• Money-Back Guarantee
  Try the software risk-free for 30 days; if you are not satisfied, get a full refund plus up to $500 refund to your agency.
• 24/7 Customer Support
  Helpline Software offers round-the-clock support to help users anytime they need assistance.
• Time Saving Workflows
  The software saves your team over 20 hours weekly by automating call handling, scheduling, and follow-up.
• Missed Call Protection
  If no one is available, the system offers callbacks, logs follow-up steps, and can set custom caller IDs.
• Multi-Language Support
  Support is available in over 40 languages to help diverse callers get help.
• Schedule-Based Routing
  The system routes calls to agents based on the schedule and rules you set, updating immediately when changes are made.
• Callback Request System
  The system offers callers a chance to request callbacks if no agents are available, improving response rates.
• Real-Time Call Escalation
  Calls that are not answered are escalated to backup agents following your policies, ensuring calls are never missed.
• Automatic Agent Status Updates
  As shifts start and end, the system updates which agents are responsible and when their phones should ring.
• Trusted by Many Crisis Centers
  75% of older Rape Crisis Centers trust Helpline Software for their critical communications.
• Increased Call Answering Capacity
  The SaaS helps your team answer 36-84% more calls each month without hiring extra staff.
• Call Escalation and Backup Support
  The SaaS automatically escalates calls if the first agent can’t answer, keeping coverage reliable.
• Automated On-Call Schedule Management
  You can easily edit on-call schedules or request shifts, and the system automatically updates routing and agent status.

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