Inbound Call Center Software
We offer you some unique inbound call center solutions which help you in delivering great interactive voice response along with some intelligent experience of call center routing so that you can in turn increase your first contact resolution rate as well.
Inbound Call Center Software
Get Started with your own (ICC) Software
Unified Agent Desktop
Enable agents to access all customer data and related interaction history in unified agent desktop
Eliminate the need to manually dial a number with click-to-call functionality
Get complete call of data abstraction with masked numbers in the agents dashboards to protect customer’s privacy
Help customers with an interactive IVR to solve all first-level queries without involving your agents
Call Back Management
Schedule call back or take follow up on the calls for a specific time or date mentioned by the customers
Provide on-call assistance to agents with team collaboration features like internal chat, call transfer, and call confer features
Mask the dial tone multi frequency to ensure maximum privacy for customer’s sensitive data
Agent Call Scoring
Analyze call quality and score each call on the basis of different scoring parameters to enhance the call quality
Route the queries of the customer to the best agent available in your inbound call center
An inbound call center helps you in providing a superior experience to your customers by transferring their calls to appropriate agents. Get on to the higher level of the FRC(first call resolution) and increase customer satisfaction as well, by making the use of intelligent routing algorithms such as a preferred agent or sticky agent routing, routing the agents according to the skills that they possess i.e, skill-based routing, and routing the agents dynamically based on the customer relationship management input that is customer persona based routing.
Enhance your conversations with the customer by integrating with leading applications
Include some leading applications like LeadSquare, Zoho, Zendesk, etc, in your inbound call center software customer relationship management. This will help you in increasing the satisfaction level of your customers as you will now be enabled to deliver them with consistent support along with improvement in the productivity status of the agent. This will also help you in making your real-time decisions more meaningful and insightful as well.
Inbound call center operations can be easily measured and scaled by you
By having an inbound call center, you can easily monitor the real-time production of your inbound agents, with the help of an in-built application of real-time channel monitoring through their voice and chat as well. The managers or also the supervisors of the inbound call center can easily check the efficiency and effectiveness of the agent that is being done in real-time, by the help snooping, barging, whispering, and conferring the channels of the live call and chat as well. Additionally, our inbound call center also provides you with more than 15 reports based on various business and its operations key performance indicators, that too at your desired frequency.
Provide an interactive voice response to your anxious customers by having an inbound call center
Solve the queries of your customers by providing them with a personalized voice prompt so that they can get solutions to their problems just with the help of self-service interactive voice response, without even involving your agents.
You will have the options to choose from a simple IVR, a multiple level IVR, and a dynamic IVR as well so that you can customize your workflow according to the needs of your business. office hours configuration, custom welcome prompts, queue management, accompanied with prioritized routing, and dynamic IVR as well can be included as a few highlights.
An inbound call center helps you in empowering your agents to deliver a personalized experience of the contact center to your customers
Call4Web’s inbound call center software solution provides a unified desktop to the agent accompanied with a cross channel view, along with customer type indicator and customer relationship management as well, which in turn enables you in providing your agents with contextual inbound interactions with their customers. As the agent gets to access the information of the customer including their previous interaction history, their contact information, etc, it enables them to understand the context of the customer and thus have smart conversations with them.
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Call4web is a brand which is trusted by all our clients. Call4web is an ISO 9001: 2015 certified company established on 1st January 2019.