Inbound call center software
Provide swifter resolutions
Use powerful customer service tools including flow builder, omnichannel, real-time dashboards, and more.
Simply powerful inbound
Enhance CX across the board
Drastically simplify the process of creating custom call flows with Flow Builder. Forget complex back end coding — simply drag and drop customizable widgets to their desired spot in the flow.
Work smarter, not harder
Omnichannel enables agents to talk to customers through popular platforms like WhatsApp, FB Messenger, Telegram, Viber, and Instagram DM, as well as through more traditional channels like voice, SMS and web chat.
Understand your customers
Transcribe calls, generate call scores, flag non-compliant terms, use keywords to filter out irrelevant calls, and analyze customer sentiment based on tone of voice with AI Speech Analytics.
Full visibility over your operations
Gain total control over your call center operations with up-to-the-minute tracking of 60+ relevant contact center metrics, neatly packaged in an intuitive and customizable Real-Time Dashboards.
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FAQ
What is inbound call center software?
Inbound call center software helps businesses to efficiently manage high volumes of incoming calls. It commonly includes functions like interactive voice response (IVR) to provide callers with keypad options for routing and other self-service options. It also helps to automate processes like queueing and call distribution to ensure the call is directed to the most suitable agent.
By streamlining workflows and optimizing call handling, inbound call center software solutions aim to improve important KPIs like average speed of answer, average handle time, and first call resolution — as well as enhancing customer experience as a whole.
What are some inbound call center software features?
Inbound call center software features include:
- Omnichannel: Provide contacts with seamless communication across a a range of channels including voice, SMS, web chat and popular messaging apps — all within one agent interface.
- IVR: Give inbound callers an automated greeting and menu options they can select via their telephone keypad. IVR has a variety of purposes including call routing, self-service, answering FAQs, and more.
- Skills-based routing: Automatically direct incoming calls to the most suitable agents. Calls can be routed based on whether the call is from a new or existing customer, the caller’s language, and much more.
- Queue management: Organize and prioritze incoming calls to queues to keep wait times as low as possible. With call center software inbound agents can be moved between different queues to better balance the handling of calls.
- Real-time dashboards: Monitor your operational and agent activities using dashboards that you can customize your way. You can use over 60 different KPI widgets to track a multitude of key metrics.
What is the best inbound call center software?
There is no single best inbound call center software and your choice of platform depends on your company’s specific needs. It’s wise to select a platform that has a multitude of features to make inbound call handling as efficient as possible and and easy as possible.
Below are some key considerations for choosing the right inbound call center software for your business.
- Features: Identify the essential functionalities you need, such as omnichannel, IVR, skills-based routing, queue management, call recording, and analytics.
- Integrations: Consider an inbound call center software that can easily integrate with the tools you currently use. The most common example of this is customer relationship management (CRM) software.
- Scalability: Call centers need to be able to scale their operations up or down quickly to meet demands. Select an inbound call center software that allows you to adapt your solution whenever required.
- Data security: Be sure to check that the inbound call center software has a robust approach to data security to safeguard your business and customers. Certifications such as ISO 27001 and compliance with regulations such as PCI DSS and GDPR are pivotal.
- Pricing: Costs of inbound call center software and how they charge their customers can vary significantly. Consider a provider that bills you based on the number of active users to give you more flexibility.