Inbound Call Center

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If your business provides help or assistance to its customers, then you may need an inbound call center. Examples of companies using inbound call centers include product companies which provide product support, retailers who take sales orders, or hospitality companies that take reservations.

Today, inbound call centers have evolved into modern contact centers. An inbound contact center typically has these distinctions. First, it can support multiple contact methods including webchat, text, email, social media and more. Second, inbound contact centers do more than a traditional PBX; they can facilitate omnichannel routing; offer quality, workforce, and performance management; provide sentiment analytics, customer surveying, reporting and more. Third, they integrate functionality into a single workspace; for example, the agent workspace brings together functionality from the contact center, CRM, back-office systems, etc. into one simplified desktop. Finally, inbound contact centers utilize advanced cloud computing to eliminate obsolescence and deliver greater savings.

When migrating from a legacy inbound call center to a modern inbound contact center, consider the following:

  • Examine the breadth and depth of all inbound contact center applications
  • Look for an “all-in-one” inbound call center solution where applications are built, integrated and supported by a single provider
  • Use trusted, independent sources to verify a provider’s leadership and ability to deliver
How NICE inContact Can Help
Because the primary purpose of an inbound call center is to provide exceptional customer service, it requires specialized inbound call center software, including:
Omnichannel ACD
Customers want to easily connect with the agent who can best help them. Omnichannel ACD software takes inbound requests from customers using phone, email, chat, social, or other access channels and uses sophisticated rules to route a request to an available and qualified agent.
CRM Integration
Inbound call center agents require access to customer data managed in a customer relationship management application (CRM). Special integration software creates a seamless link between a CRM and the agent desktop which gives agents access to customer data from an integrated workspace.
Quality Management
Inbound call centers require highly trained agents. Quality management software helps managers identify training needs and provides the tools to deliver coaching and instruction.
Workforce Management
Inbound call centers must strive to have agents available when they are needed. Workforce Management Software helps managers determine staffing requirements, manage dynamic schedules, and understand labor factors that affect contact center utilization and efficiency
Performance Management and Analytics
Inbound call centers must strive to have agents available when they are needed. Workforce Management Software helps managers determine staffing requirements, manage dynamic schedules, and understand labor factors that affect contact center utilization and efficiency
Artificial Intelligence
Because demands on inbound call centers employees are increasing, Artificial Intelligence (AI) can help. AI chatbots can be used to improve self-service, AI profiling can match a caller to the best agent, and AI process automation can help speed access to information or after-call work.
KPI Benchmarking
Regular KPI benchmarking is essential to improving contact center performance. Use this interactive tool to anonymously benchmark your KPIs against other contact centers like yours and see how your performance compares. If modernization improvements are needed, this tool also provides estimated savings which you can use to build an effective business case for change.
What Our Customers Say

“We could never have done with our old system what we’re now doing with CXone. Our agent performance has increased across all locations, making a huge impact on revenue and costs.”

Jonathan Fowler
Senior Technology Manager Bridgevine

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