AI-Powered Global
Customer Service
SaaS Solution
Intelligent customer service platform built for cross-border e-commerce
Feature Highlights
Three core modules empowering global customer service operations
Omnichannel Workspace
Integrate all customer communication channels — phone, email, live chat, social media, video — into one unified platform. Agents can efficiently handle everything in a single interface.
AI-Powered
AI Assistant, Speech-to-Text, AI Quality Inspection, AI Chatbot, AI Voice Bot, LLM-based Knowledge Base
Deep Management
Analytics & Reports, Personalized Dashboard, Real-time Monitoring, HeroFocus Tools, Monitor/Barge/Intercept, Satisfaction Survey, Mini Program Data Center
Omnichannel Workspace: Revolutionize Customer Interactions
Integrate all customer communication channels into one unified platform
No matter which channel customers reach out from — phone, email, live chat, social media, e-commerce platforms — agents can efficiently handle everything in a unified interface, delivering a consistent service experience.
Core Features
Integrated Interface · Omnichannel Access · Smoother Collaboration · Real-time Sync · Customer History
Integrated Interface
View and handle all communications on a single page.
Omnichannel Access
Support phone, live chat, email, and e-commerce inquiries.
Smoother Collaboration
Convenient information sharing between team members.
Real-time Sync
Real-time cross-channel updates for all conversations.
Customer History
Comprehensive customer interaction view for quick insights.
Real-time Translation · Sensitive Word Filtering · E-commerce Integration
Real-time Translation
Solve cross-language issues with real-time translation tools.
Sensitive Word Filtering
E-commerce platform sensitive word libraries to prevent rule violations.
E-commerce Integration
View orders from Amazon, Shopify and integrate with customer ERP systems.
Internal Notes · Quick Replies · Custom Fields · Omnichannel Search
Internal Notes
Record rich text info, assign tasks via @mentions, collaborate in encrypted threads.
Quick Replies
Public and personal response libraries with trigger word invocation.
Custom Fields
Flexibly define field types and validation rules for structured data collection.
Omnichannel Search
Full-text retrieval across all channels with keyword highlighting.
Call Center
Call Center
Call Routing & Management: ACD, call routing, call queuing, call transfer, agent status management, callback function | Monitoring & QA: Call monitoring, call recording, AI quality inspection, monitor/barge/intercept | Analytics & Reports: Inbound/outbound statistics, CSAT scores, agent performance, custom reports | Customer Interaction: IVR, answer scripts, screen pop, voicemail, LLM speech-to-text, AI bot, satisfaction survey
Interactive Voice Response (IVR)
Personalized Greetings: Tailored greetings based on customer data to enhance satisfaction | Multilingual Support: Support multiple languages for smooth global communication | Self-Service Options: Multiple self-service options for customers to resolve common issues | Callback Requests: Request callbacks at convenient times, eliminating long wait times | Voice Recognition: Accurately understand and process voice commands for improved efficiency
Smart Routing
Time-based Routing: Distribute calls based on time of day to optimize resources | VIP Priority Routing: Ensure VIP customers receive priority service | Skill-based Routing: Assign calls to agents with specific skills needed | Overflow Routing: Redirect overflow calls to secondary centers
Social Media & Web Chat
Social Media & Web Chat
Multi-channel Support, Image/File Transfer, Chat History, Auto Reply, Chat Widget (OEM), Chat Routing & Queue, Preset Replies, Chat Translation, Agent Collaboration, Real-time Typing Preview, Proactive Chat, Survey & Feedback, AI Chatbot, AI Smart Assistant, AI Quality Inspection
Go Live in One Day
Brand Customization: Customize font styles and add company logos to shape brand image. | Offline Messages: Customize offline message content for friendly prompts when agents are unavailable. | Welcome Message: Set personalized auto-welcome messages when users open chat. | Preset Replies: Create and manage quick response templates for common questions. | Satisfaction Survey: Auto-popup survey at chat end to collect feedback.
Chat-like Experience: Keep conversation threads for better context understanding. | Agent Collaboration: Multiple agents can collaborate on email replies. | Email Templates: Use preset templates for quick replies to common questions. | Auto Ticket Creation: Automatically convert incoming emails into support tickets. | Email Routing: Automatically assign emails to the most suitable agent.
AI-Powered Features
LLM-driven intelligent customer service, covering chat, voice, quality inspection, translation and more
AI Chat (Smart Chatbot)
LLM-powered smart chatbot that understands complex questions, multi-turn conversations, and emotion recognition, delivering human-like dialogue experiences.
- FAQ Display: Show popular and preset FAQs when users enter web chat
- Easy FAQ Management: Manage FAQs with LLM-powered tools
- RAG Semantic Matching: Precise semantic matching of user queries with FAQs
- LLM Response: When no matching FAQ is found, LLM generates high-quality responses
AI Voice (Smart Voice Agent)
Intelligent voice interaction system supporting speech recognition, NLU, and speech synthesis for smart phone channel service.
- Answer FAQs: Provide precise answers to common questions in real-time
- Handle Returns: Guide customers through self-service returns
- Intent Recognition: Intelligently parse customer intent for precise call routing
- Order Status Query: Quick order status queries via smart voice commands
- Precise Transfer to Agent: Transfer to human agents only when necessary
AI Demo Hotline
China: +86 400-643-6869
US: +1 833-600-1788
AI Reply / AI Polish / AI Summary
AI-powered text generation, polishing, and summarization tools to boost agent productivity.
- AI Text Agent: Generate replies via privately-trained LLM models; can be human-edited or AI auto-replied
- AI Summary: Multi-dimensional summary of communication history for quick ticket understanding
- AI Polish: Help agents expand, condense, and optimize text to reduce customer wait time
Multilingual Translation
Ensure precise and fluent business communication, helping enterprises expand into global markets — your agents' 24-hour simultaneous interpreter.
- 100+ Languages: Covering all major global markets
- One-click Translation: Translate conversation history simply and fast
- Deep Optimization: Industry terminology and product name optimization
- Social Media Smart Translation: Instagram, Facebook, WhatsApp voice messages to text with auto language detection
AI Quality Inspection
Comprehensive AI-powered quality inspection system for calls and chats.
- Speech-to-Text: Multi-language speech-to-text for managers who don't understand foreign language calls
- Multi-dimensional QI Rules: Knowledge, courtesy, empathy, efficiency, patience — 5 customizable dimensions
- Script Compliance Analysis: AI inspects every call's full script flow against brand requirements
- Abusive Language Alert: Real-time monitoring of abusive language; customer complaints reach managers same day
Deep Management Tools
From dashboards to attendance, from real-time monitoring to screen capture — comprehensive remote team management
Personalized Dashboard
Provide actionable insights and alerts through personalized dashboards to help agents and managers improve performance.
- Service Alerts: Provide actionable insights and alerts
- To-Do Tasks: Real-time tracking of key achievements and priority task lists
- Service Data Overview: Role-specific KPIs and performance data
Customer Satisfaction
Seamlessly embedded in every service touchpoint, ensuring feedback is easily collected regardless of channel.
- Phone Service: Auto voice survey after calls with 1-5 star keypad rating
- Live Chat: Auto-popup survey window at end of chat for quick feedback
- Email Follow-up: Delayed satisfaction survey after ticket resolution
- Dual Rating System: 2-level (Satisfied/Unsatisfied) & 5-star (1-5 points)
- Smart Required Setting: Rating can be set as required or optional
Real-time Dashboard
Real-time monitoring of all channel service status for data-driven decisions.
- Call Trends & Statistics: Real-time call trend tracking and performance insights
- Chat & Email Statistics: Real-time monitoring of chat and email performance metrics
- Monitor/Barge/Intercept: Managers can intervene in calls for instant guidance
- Queue Statistics: Real-time monitoring of call queue length and wait times
- Agent Status Monitoring: Real-time view of agent availability and activity
Report Insights
Deep data analysis reports covering business line calls, agent performance, peak/valley trends, CSAT satisfaction and more.
- Performance Optimization: Identify inefficiencies and suggest improvements
- Customer Journey Mapping: Track and visualize complete customer journeys across touchpoints
- Real-time Analytics: Provide instant guidance and support to improve agent service levels
- Unified Data Integration: Integrate all channel data into one platform for comprehensive analysis
Agent Status Timeline
Comprehensive agent work status monitoring — status transitions, records, shift monitoring, login behavior analysis.
- Business Line Filter: Auto-filter viewable business lines by permission with search and quick switching
- Status Timeline Visualization: 0-24h color-coded status display showing work rhythm
- Time Range Query: Default today, supports custom periods (up to 7 days) with auto timezone adaptation
- Schedule Data Linking: Shift times synced from scheduling system for precise attendance judgment
- Monitoring Data Drill-down: Click to view agent details; missed call screenshots drill-through
- Call Record Export: Single or batch export of call details for local quality inspection and audit
Mini Program Data Center
Managers can conveniently monitor service quality and core data anytime, anywhere via mobile.
- Anytime, Anywhere: View service data and alerts directly, free from desktop constraints
- Data On-the-Go: Core reports support filtering, downloading, and sharing
- Instant Issue Detection: Real-time display of abusive language alerts to identify service weak points
- Enhanced Security: Support hiding sensitive information per system configuration
HeroFocus Attendance Management
Professional remote team attendance management tool supporting global attendance needs.
- One-click Self-service Clock-in: Simple web/mobile one-click clock-in with IP address verification
- Global Timezone Support: Perfect support for global timezone attendance with auto conversion
- Global Holiday Management: Built-in global holiday data with auto-recognition
- Exception Appeal Processing: Complete attendance exception appeal process with approval tracking
- Attendance Tracking: Clock-in/out, break/meal tracking, late monitoring, timezone compatibility
HeroFocus Screen Monitoring
Real-time screen monitoring to ensure remote team work efficiency and service quality.
- Screenshot Frequency: 2-3 minute random interval screenshots to ensure authenticity
- Privacy First: Only monitor work status, never invade personal privacy
- Smart Blur: Screenshots auto-blurred by default to protect sensitive information
- Visualization: 24-hour timeline with second-precision timestamps
- Choose high-resolution or blurred screenshots to meet different needs
About Callnovo
Tech-Empowered One-Stop Customer Experience (CX) Provider
Global Customer Service Outsourcing & Technology Provider
Founded in 2004, Callnovo is a tech-empowered one-stop Customer Experience (CX) provider. The company specializes in providing high-quality 65+ language live agents for cross-border e-commerce and global brands, ensuring excellent service. At the same time, innovative technology platforms accelerate and enhance service delivery.
After 20 years of development, Callnovo has established a service network across 35 global operating locations, covering 160+ countries and supporting 100+ languages.
Milestones
From 2004 to 2026, Callnovo continues to grow and innovate
Why We Built HeroDash
Based on 20 years of global customer service outsourcing experience, built to solve enterprise pain points
One-stop Delivery
Out-of-box, no complex setup or implementation needed
Customized Solutions
Tailored to unique BPO workflows for maximum efficiency
Enhanced Data Security
Ensure data security with advanced-level protection measures
Automated Management
Streamline tasks through advanced automation, reducing manual intervention
Flexible Integration & Scalability
Seamlessly integrate third-party tools, adapting to changing needs
Innovative Features
Continuously develop cutting-edge features aligned with industry needs
Cost Effectiveness
Avoid high licensing fees with competitive pricing
Trusted Partners
Due to customer privacy, only partial partners are listed
Case Studies
Success stories from different industries showcasing HeroDash's real-world value
A Leading Global Smart Lighting Brand
Key Requirements
- •Support phone voice and web chat channels
- •AI-first to handle large volume of interactions
- •Higher accuracy and efficiency for human agents
Solution
- •~20 agents handling phone and web chat inquiries
- •Customized ticket fields and workflows
- •Multi-dimensional, omnichannel reports for management insights
- •LLM-driven low-cost knowledge base from chat history
Deployment Highlights
A Last-Mile Logistics Company Expanding to South America
Key Requirements
- •Rapid foreign language business growth after expanding to new countries
- •Existing system unable to handle high-concurrency, high-volume calls
- •Legacy system reports too simple for deep management needs
Solution
- •40-person team supporting 2500+ inbound and 2000+ outbound calls daily
- •Route calls to different agent groups based on customer intent
- •Personalized IVR experience through IT system integration
- •Transfer calls to SMS processing based on IVR selection
- •Advanced analytics for workforce scheduling decisions
Deployment Highlights
A Global Leading Medical Device Company in Shenzhen
Key Requirements
- •IVR self-service
- •Handle common inquiries
- •Route calls to on-duty engineers after hours
Solution
- •30+ multilingual agent team, 24/7 global service
- •Independent after-sales hotline per country/region
- •Interactive multi-level IVR
- •Global call forwarding during off-hours for uninterrupted service
- •Enhanced management through AI quality inspection
Deployment Highlights
Security & Compliance
Enterprise-grade security you can trust
Start Your AI-Powered
Global Customer Service Journey
Experience HeroDash omnichannel intelligent customer service platform — let AI empower your global customer service operations