Contact Center Pro: A Sneak Peak at Revolutionizing Call Centers for the Trades

As the trades industry evolves, the way businesses handle customer interactions needs to modernize as well. Contact Center Pro, the latest innovation from ServiceTitan, is designed to help businesses streamline communication, consolidate multiple instances, and integrate AI-driven call management.

In a recent episode of the Mastering ServiceTitan podcast, David Hoffman, Senior Director of Product Management at ServiceTitan, shares how Contact Center Pro simplifies operations by merging phone calls, SMS, chat, and AI-driven virtual agents into one seamless platform. From multi-tenant support to AI-powered customer service, Hoffman showcases how this new tool transforms call centers for businesses of all sizes.

Read on for podcast highlights, including:

• How Contact Center Pro consolidates communication

• Freeing up CSRs with a virtual agent

• Contact Center Pro KPIs

How Universal Inbox Simplifies Call Center Operations

In the trades industry, where mergers and acquisitions are the norm, it’s not uncommon for a parent company to hold different brands—either in the same service (HVAC) or for multiple services (HVAC, plumbing, electrical).

“Many of our customers have more than one instance of ServiceTitan,” Hoffman says. “They usually want to consolidate their call centers and have their CSRs answer the phone for

multiple brands within their organization. We wanted to develop a solution that works across multiple instances of ServiceTitan, making it easier for them to handle that at scale.” 

Contact Center Pro consolidates multiple ServiceTitan instances into one call center. 

“It's a new system built from the ground up that's going to handle all your phone calls from end to end,” Hoffman says. “It's not an integrated solution like Phones Pro and Dialpad. It's a from-scratch solution. And calls are just the beginning for us. We're going to have a universal inbox with SMS, chats, and reviews integrated into one place. You’ll be able to have routing, so your CSR can handle all of those.” 

Customers contact service businesses in multiple ways, and being able to respond to all of those interactions in one place cuts down on the amount of tabs open and clicking back and forth CSRs currently have to manage. 

“The cool thing about Universal Inbox is you'll be able to route to different queues,” Hoffman says. “If you have a set of CSRs that you only want to be handling digital, you can put them in a queue and route all the messages there. Or if you want to spread it out across everyone, you can manage it that way. 

“So it's not just one big inbox of messages where it's chaotic and you're having to have people, check it all the time. They're just getting assigned tasks in their inbox,” he adds.

Improving CSR Performance with Agent and Manager Assist

Powered by Titan Intelligence, Manager Assist—another feature of Call Center Pro—reviews calls to help capture missed leads and train CSRs. Second Chance Leads automatically reviews and flags unbooked calls it determines as missed opportunities, so you can follow-up.

In addition, Titan Intelligence assigns a sentiment score to calls to identify coaching opportunities. Agent Assist will listen to calls live and provide feedback for CSRs, backed by industry practice, in real time. The software will then generate a CSR scorecard, allowing managers to dive in deeper and analyze CSR performance. 

AI-Powered Call Centers: The Future is Here

Lastly, with Call Center Pro, virtual agents will answer and book incoming calls. The feature is currently live with beta testers. In addition to booking, the virtual agent will handle simple requests. 

“We heard a call where the customer just wanted to update their phone number for a job that's upcoming because they weren't going to be there that day,” Hoffman says. “Having a virtual agent that's sophisticated and integrated enough to handle those types of use cases is going to free up a lot of time for CSRs to do more high-value work and more outbound calling, which is going to increase your job booking rate and eventually get you more revenue.”

While Contact Center Pro streamlines call center operations for multi-tenant businesses, it’s still useful for single tenants. 

“Every customer is different, but I think even if you're the smallest shop, you should consider it for the virtual agents alone,” Hoffman says. “We hear from customers all the time that they're working more in their business than on their business, and they're not able to answer every call. Our virtual agent is the solution to that problem.” 

Contact Center Pro KPIs 

Contact Center Pro empowers shops to improve their call booking rate, decrease their abandoned call rate, and generate more revenue. Reach out to your CSR for early access to Contact Center Pro.

You can find this interview and many more by subscribing to Mastering ServiceTitan on Apple Podcasts, on Spotify, or here.

Know a business that could use a bit of muscle from ServiceTitan? Refer them here!

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