Inbound call center software
Inbound call center software
RingCentral RingCX is an omnichannel contact center solution housing everything a business needs to create high-quality experiences for customers and agents.
Utilize AI to intuitively gather insights, automate key processes, and provide assistance across the customer experience. Be omnipresent and meet your customers where they are, with access to over 20 digital channels on one platform.
RingCentral RingCX is easy to deploy and can be set up in a few days. Best of all, you can get started from as little as $65 per month.
What are inbound call center software solutions?
An inbound call center usually receives customer service inquiries. Running a traditional inbound call center can be expensive; you’ll need to pay for office space, infrastructure, and maintenance. This is without factoring in employee pay, training, and other operational costs.
What is inbound call center software? It’s a term for software solutions that solve those challenges of running a traditional call center. Here, all infrastructure is outsourced to the cloud. Employees connect via the internet—they only need a headset and software to get up and running.
The best inbound call center software solutions serve both agents and customers. So, you can cut down on costs, keep staff happy, and continue to deliver high-quality customer experiences.
Inbound call center software vs inbound contact center software
Traditionally, the term call center applied to customer service provided over the phone. A contact center provides broader support, serving customers on a variety of communications channels, including via phone, social media, email, and website live chat.
Today, businesses recognize that most customers utilize multiple platforms. To provide the best customer service, it’s no longer enough only to provide telephone support. Customers want convenience; they expect you to be wherever they are. So, if you see the term “call center” it generally means “contact center” (and vice-versa).
The focus has now moved to providing omnichannel experiences. Customers shouldn’t just be able to contact you on multiple channels. They should be able to move from one to the next seamlessly. For example, they might begin an interaction with customer support via email and continue it on the phone. For this experience to be omnichannel, they’d need to be able to carry on where they left off.
RingCX: All the best features of inbound call center software and more
RingCX provides the high-quality omnichannel experiences that customers demand. Here are some key features of this inbound contact center solution that can revolutionize customer experiences while enhancing agent engagement:
IVR, ACD, and skills-based routing
Interactive Voice Response (IVR) gives callers options when they dial in. They can either respond through a keypad input or by giving verbal instruction. IVR helps customers get where they need to be, without being passed between agents.
With RingCentral, you can twin IVR with automatic call distribution (ACD) and skills-based routing to help customers reach the right agents quickly and easily—and enabling calls to be distributed evenly amongst your team.
Thanks to a simple drag-and-drop interface, you can easily customize your IVR menus, too. Let’s say you wanted to create a custom welcome message to greet callers, with RingCentral you can do so in a few clicks.
Call recording and AI transcription
With RingCentral RingCX, you can record calls at the click of a button. These records can provide valuable insights into customer interactions or help train future customer service teams.
AI transcription is another valuable feature. You can wave goodbye to the tedious process of manually creating notes from customer interactions—AI will handle this
for you.
By cutting out the legwork of manual transcriptions, you free up your teams. They can focus on tasks that require their unique skills. Transcripts can be combined with AI analytics to enable data-driven decision-making. So, it's maximum convenience and efficiency for your teams.
Call monitoring
All agents benefit from self-improvement. RingCentral RingCX enables managers to listen in during live-calls. This way, they can earmark areas for improvement and create personal development plans around the needs of each agent.
It’s also a valuable way of carrying out quality assurance, and checking that your call center is providing the service customers expect. Supervisors can jump into a call when things aren’t going to plan. Or, for a less invasive approach, they have the option of “whispering” instructions to an agent without the customer hearing.
AI Assist
What if agents could get on-the-spot support when interacting with customers? With RingCentral RingCX this becomes a reality, delivering real-time AI insights and coaching during calls.
AI Assist enhances your team and helps to avoid the unfortunate situation of agents being unable to answer certain questions. AI can also generate instant responses to routine customer questions. Customers get swift answers and agents can move on to the next call more quickly—it’s a win-win.
Of course, AI Assist is also a valuable tool for supervisors. They can set up real-time alerts, and be notified when calls aren’t going to plan. This way, they can jump in and turn the situation around. Supervisors also gain access to call summaries, helping to monitor agent performance more easily.
20+ Digital and social channels
Modern customers seek easy access to your brand from their preferred platform. With RingCentral RingCX you can exceed expectations, delivering the best experiences for customers wherever they are.
You can drive digital customer engagement by combining 20+ channels. Thanks to AI-powered chatbots, you can also relieve some of the pressure from your teams. Customers get instant access to support, and agents can focus on high-value activities.
With real-time and historical analytics you can also ensure consistency between platforms, delivering the seamless omnichannel experiences that customers need.
Native integrations with your CRM and more
Your CRM is your organization’s nerve center, containing vital records of customer interactions. Your agents need quick access to this data to deliver personalized assistance around the needs of each customer.
RingCentral provides native integration with popular CRMs and other important business systems. By combining AI-powered cloud communications capabilities with your CRM you can get straight to building better experiences and boosting customer satisfaction.
Of course, CRM integration doesn’t just assist with customer-facing activities. It provides a holistic view of business processes and team members. Crucially, integration means you can optimize your teams to build a contact center that always fires on all cylinders.
Inbound call center software benefits
Inbound call center software comes jam-packed with features to help agents and customers. But what advantages do these tools bring to your organization? Let’s look at some of the top benefits of an inbound call center solution:
Improved customer experience
The right inbound call center software powers better customer experiences in a variety of ways. Firstly, it ensures that businesses are available wherever customers are found. Customers can get in touch when they need to, with the speed and convenience they expect.
What’s more, the right solution guarantees seamless journeys across touchpoints. So, rather than simply multichannel, you’re delivering omnichannel experiences.
The software also cuts down on queuing times. Thanks to IVR, callers can get through to where they need more quickly. Skills-based routing means that when they do reach an agent, they’ll speak to an employee with the right skill set to help them.
By constantly exceeding customer expectations, you’ll cultivate a happy, trusting audience. They’ll be more likely to recommend you to colleagues and contacts.
Happier and more engaged agents
Call center software inbound tools equip agents with functionality to make their lives easier. AI-powered agent assist tools, for instance, can provide real-time insights to agents during calls. This way, even the most challenging calls become easier. They’ll satisfy more customers and achieve greater success within their roles.
With features like ACD, the right solution can cut down on call center-related stresses. When calls are distributed evenly, there’s less pressure on individual agents. Software also cuts out repetitive and dull manual tasks; automation can streamline a variety of day-to-day activities, leaving agents to focus on more meaningful jobs.
When agents are happy and engaged, they feel more content in their roles. You’ll hold on to top talent for longer, and avoid costs related to filling vacancies.
Better data-driven decision making
Modern businesses rely on data to succeed. The good news is that your contact center is a goldmine of information. The only challenge is unpacking data into actionable insights.
Luckily one more common inbound call center software use case is to provide detailed contact center analytics. Businesses gain complete visibility over the customer journey. They can spot roadblocks and carry out optimizations to build the best possible overall experience.
Businesses also unlock analysis relating to individual agent performance. They can identify areas where agents excel and spot where they’re struggling. They can then create personalized development plans for each agent.
Ultimately, the more data you have, the more confident you can be in your decision-making. Inbound contact center solutions give you the confidence to make bold choices.
Inbound call center software FAQs
- IVR, ACD, and skills-based routing - Customers can input a set of preferences, they’ll then be directed to the agent with the most relevant skills.
- AI assistance - AI provides real-time coaching to agents during calls. They can alter their approach and ensure a favorable outcome with customers.
- Call recording and transcription - Agents can set up automatic recordings and transcriptions of customer interactions. These can be used for records or training purposes.
- Contact center analytics - Organizations can gain valuable information about call center operations. You can then optimize internal processes to create the best customer and agent experiences.