How the Squaretalk call centre platform update keeps your business agile – London Business News | London Wallet

Growing businesses worldwide face a similar challenge: managing amplified outreach and maintaining quality interactions without losing customer trust. Squaretalk understands these needs and is addressing them by upgrading its platform with additional channels and features in its latest update.

As part of the update, WhatsApp is now fully embedded into the Squaretalk interface. In addition to calling customers, agents can now also send and receive messages, media files, and payment links to opt-in contacts from verified business profiles on one of the largest communication channels in the world. This enhances how businesses manage conversations at scale, uniting channels and AI analytics into a single environment for operational security, efficiency, and full oversight.

For customers, this means a smoother experience: they receive clear messages from trusted profiles and can take advantage of personalized offers without leaving the chat. For agents, the WhatsApp integration in the Squaretalk interface leads to more conversions.

Efficiency without platform switching

Diving deeper into the updates introduced by Squaretalk, there are a lot of features to streamline your growth in both the number of employees and the volume of leads:

• The new platform brings together contact management, voice calls, WhatsApp messages, campaign settings, and performance metrics into a single interface. There is no need for tab switching, which keeps agents focused on high-value conversations and removes operational overhead from their daily work.
• The integrated Webphone supports speed dial to increase agent efficiency, reduce misdials, and eliminate manual number input errors. All calls are automatically logged, recorded, and analysed in the Squaretalk platform, directly flowing this data into the dashboards without separate integrations.
• Supervisors can listen in or provide real-time coaching via the Whisper and Barge Features. These functionalities are invaluable during complex sales conversations, for performance evaluations in expanding teams, and for keeping consistent service quality during new hire onboarding.
• The Spam Checker add-on protects your outbound strategy by monitoring caller ID reputation. This minimizes the risk of your phone numbers being flagged as spam, helping to ensure your sales calls reach real people and are not blocked by carriers or third-party tools.
• For businesses with high-volume outreach calls or those wanting to move beyond simple IVR for greeting customers and expanding outreach, Squaretalk also added AI Voice Agents to its portfolio. These AI-driven assistants handle lead qualification, appointment booking, follow-ups with inactive users, and other related tasks. They log the call outcome in your CRM or transfer the conversation directly to a relevant rep, saving them time and effort. The AI voice agents have human-like tones and voices, operate 24/7, and can be used in multiple languages, helping you expand outbound campaigns across regions.
• In addition to the contact center software, Squaretalk also offers Worldwide Virtual Numbers that let businesses establish and maintain a local presence without physical infrastructure in a specific region. Local numbers increase customer trust and response rates by displaying familiar country codes.
• To ensure the full coverage of the needed infrastructure, Squaretalk also provides Global HD Voice SIP Trunking, which supports consistently clear audio quality over secure internet connections. It’s ideal for businesses wanting to instantly connect new teams, branches, or outsourced agents across borders.

With these features, Squaretalk gives sales departments the infrastructure they need to grow globally while maintaining trust, compliance, and efficiency standards.

WhatsApp, automation, and smarter campaign management

Campaign management tools within the Squaretalk contact center software let teams segment leads, assign outreach tasks or channels, and clone successful campaign logic. It enables companies to run large-scale voice and messaging campaigns effortlessly. Agents can switch between channels, while managers monitor chat delivery status, call pickup rates, conversation outcomes, and campaign performance in real time. Everything happens within a unified workspace, avoiding data sprawl and siloed tools.

The aggregation of communication history from all touchpoints into the contact management module of the platform, together with powerful integration with analytics tools like Power BI, ensures every update, lead status change, note, or insight is logged and can be used for performance measurement. This prevents data mismatch and keeps sales managers informed of pipeline progress.

For industries like recruitment or real estate, where timing and data accuracy are critical, Squaretalk ensures that agents reach out with context-aware messaging and maintain call continuity across multiple contact attempts or when the customer switches channels.

AI and security for optimised day-to-day operations

At the heart of the Squaretalk platform is AI-enabled monitoring with transcription and sentiment scoring for each conversation. Every call can be converted into searchable text after it ends, with emotional cues providing additional insight into the customer’s disposition.

The system highlights key moments in each conversation, like customer objections, follow-up opportunities, or risk indicators, which helps agents respond accurately and defuse customer frustration.

AI monitoring also analyzes WhatsApp interactions, providing chat summaries, sentiment data, and sales likelihood. Managers can spot high-performing message templates and scale outreach with them faster. This agility is critical for businesses with seasonal demand shifts or rapid expansion.

Squaretalk security also prioritizes protection across all features. Every WhatsApp message, phone call, and agent action is encrypted and logged in compliance with global standards like GDPR and SOC 2. Login processes include IP filtering, brute-force protection, and role-based access, so only approved devices and agents can access sensitive data, reducing risk during team expansion.

To make contact handling even more secure, Squaretalk recently introduced a new feature – Lead ID. It helps match customer records across platforms for better data management and can enforce agent-specific access rules for safety and compliance reasons. The Lead ID becomes the default identifier for a contact, hiding sensitive data like phone numbers (and soon email addresses too, according to Squaretalk). This protects privacy without hindering your outbound operations.

These security measures simplify compliance, support fraud prevention and performance reviews, and give managers the tools to react quickly to threats.

Call centre software for outbound expansion

If your business is growing or planning to expand soon, the updated Squaretalk contact center platform has a lot to offer:

• Unified interface that combines contact management, phone calls, WhatsApp messages, and advanced analytics
• AI-driven monitoring tools to enhance conversation quality and turnaround
• AI voice agents for automated outreach and KYC process
• Embedded fraud prevention and compliance structures

Rather than splitting teams between tools or risking inconsistent outreach, Squaretalk provides a communications software built for sustainable growth, customer trust, and optimized performance. With this platform, teams can handle more leads, provide better service, and protect their client data as they scale.