Inbound Call Center Software

It's a customer support department that delivers timely and effective supporting or sales solutions for customers. These solutions are issue resolution, answering queries, ordering products, etc. It is based on VoIP (Voice Over Internet Protocol) and CTI (Computer Telephony Integration) technologies that allow you to process calls from customers using the Internet and PC only.

Inbound call center software uses computer Telephony Integration (CTI), Voice over Internet Protocol (VoIP), and cloud technology. Cloud technology allows this software to store all data in the cloud, or, in other words, on third-party servers where data is securely gathered, processed, and stored. VoIP technology allows you to process phone calls via the Internet without using traditional phone landlines. CTI technology allows you to process calls using your PC, without any softphones and other outdated equipment. Thus, inbound contact center software needs only Internet access and a PC to be all set, and it is just any other software - you launch it, log in, and use all features you and your agents need.

The inbound call center software solutions maximize agent utilization and increase the productivity of the in-house or remote sales and customer service teams. The Voiptime Cloud solution handles key features for improving customer engagement.

Customer engagement features. These key features include an interactive voice response system (IVR), automatic call distribution (ACD), call recording, call queue management, and callback scheduling, web chat & chatbot, and email processing. With the user subscription, you'll achieve a 5-star customer experience that includes the request for seats for your remote team, free and comprehensive consultation on the software operation in your case during the adaptational period (one month), and free updates with 99.5% uptime.

What kind of business doesn’t provide customer service? If there is any, this is the only one that doesn’t need an inbound contact center solution. Therefore, all industries and all kinds of businesses will benefit from using it as it decreases operational costs and boosts the overall quality of customer service, which leads to higher customer retention rates and customer loyalty. Some main industries to benefit from using inbound contact center software include financial services, banking, manufacturing, e-commerce, healthcare, car dealerships, delivery services, educational institutions, government institutions, and all other small, midsize, and large businesses.

First of all, customer experience highly depends on what quality of customer service you provide your customers with - the quality of your products is only a part of success. Thus, the inbound solution can powerfully boost the quality of your customer service, and customer experience too. How? Firstly, it lets your clients reach out to you faster thanks to intelligent call routing that also reduces average resolution time. Self-service opportunities allow customers to avoid long queues and solve their issues in a few clicks without agent involvement. Multichannel communication allows customers to contact you via their preferred channels without having to call you. These features make your customer service modern, accessible, and affordable for your clients, so the customer experience you provide will also be much more positive than before.

When deadlines, budgets, and limited resources conspire, small and mid-sized businesses look for an all-in-one inbound contact center solution to switch to remote work and deliver a seamless experience. And here's why the cloud solution is perfect:

1. Money-saving.Voiptime Cloud inbound cloud contact center solution is free from additional expenses on sophisticated software or hardware. Just desktop/laptop, internet connection, and headsets for amazing call quality.
   On the contrary, all private branch exchange systems (PBX) and other on-premises solutions require professional engineers, telephone lines, software configuration, and slow updating.
2. Leap in the speed of launching. Call center functionality for on-premises solutions takes months for effective and proper configuring and launching. While the Voiptime Cloud solution lets you start within a remarkable period, just 24 hours.
3. Unmatched capabilities. The Voiptime Cloud team constantly keeps your software running impressively stable and continuously. Letting you handle high calling volume inbound phone calls and never bother with sophisticated technical or software details.

Uptime of your software equals 99,95% because of configured by Voiptime Cloud IT professionals monitoring and backup systems and ongoing monitoring. You have unmatched access to the support team 24 hours a day, 7 days a week.

Voiptime Cloud provides a personalized customer experience and truly personalized service for your inbound contact center software either 8 hours per day, 5 days per week, or even 24/7 in additional packages across all digital channels such as phone, live chat, and email. Just contact your personal manager or dedicated IT professional through email or create a support ticket to receive assistance in software-related questions. And last but not least, if you need prompt professional advice on your inbound contact center software, contact center operation, or additional information about software, just contact your personal manager through preferable digital channels such as phone, live chat, and email.

The question about the free call center software always comes with a limited inbound call management system and functionality. The limits are spread on all of the key features such as IVR, call routing, call recording, real-time analytics, call quality, and integration capabilities. Additionally, free or open-source calling software comes with a lack of information on usage, technical assistance/support, stability, security, and productivity. In comparison to free software, the professional call center solution with a small investment in the subscriptions for agents' seats grants the maximum quality of incoming calls, regular updates, excellent uptime, and technical support. Small and mid-sized businesses should never limit their capacities for incoming calls to achieve constant cash flow and breach through the clutter of competitors.

To find powerful customer service management software for small and mid-sized businesses and ensure a 5-star agent experience, you need to take into consideration these facts:

1. Present business features. Actually, businesses need to choose their virtual inbound call center considering the number of inbound call center agent seats, budget, market niche, average handle time, current and expected inbound calling volume, and operational costs.
2. Requirements for inbound call software. Then, it's easy to forecast the necessary call handling software for business with these standard features as calling quality, queue management, inbound call management system, real-time analytics, chatbot, live chat, automatic call distribution, interactive voice response system. Plus, achieve a friendly user interface, ease-of-use, sophisticated knowledge-free, free guidance in the first month after launch, progressive discount contact center software options, etc.
3. CRM integration. The chosen inbound call center software solutions must easily transfer data about customer interactions carrying the customer relationship management system (CRM) via API interface, import and export customer bases. Integration of your business systems with an inbound call center system streamlines the work of agents by fostering a high level of personalized customer experience across all communication channels and by building meaningful relationships with your customers.

It's easy to adjust your custom integrations with the help of our customer support department. Just describe your business objectives and business requirements, and our team will consult you about all details for integration via our API.

First of all, the outbound call center platform is designed to perform massive outgoing calls using cloud-based calling technologies that are also working by using VoIP and CTI technologies. Such a tool can perform over 800 outgoing calls per agent per 8-hour working shift using auto dialers, like Predictive dialer or Power dialer, and the cloud-based calling is totally automated with such a contact center software platform. For instance, the Power dialer requires only one agent to be all set.

Inbound contact center solutions handle incoming requests using various features, such as chat software, social media integrations, and business communication technologies, such as the IVR system or ACD software for intelligent routing. All these capabilities of inbound and outbound software are available in a blended call center solution - and VoIPTime Contact Center is exactly such a tool.

There is a minimum of hardware that you need to have, to use cloud-based Voiptime Cloud inbound contact center software: PC/laptop, headsets with microphone, wired internet connection, and our software.