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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
“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.”
Senior Technology Manager Bridgevine