Inbound call centers are a type of customer service that provides assistance to customers who contact a company for help. These centers can be found in a variety of industries, but they all have one common goal: to provide the best possible customer experience.
Software solutions have made this mission a lot easier by optimizing a lot of the tedious and repetitive tasks, leaving room for improvement. In this article, we have compiled a list of the 10 best software solutions that will help you run your inbound call center smoothly and efficiently.
What is Inbound Call Center Software Used For?
Inbound call centers are a type of customer service that allows businesses to take actual customer and potential customer incoming calls. They are a great way to increase sales and improve customer satisfaction.
Inbound call center software is used to manage incoming customer phone calls. It generally includes a variety of features to help call center agents handle incoming calls more efficiently and effectively.
Inbound call center software can help route customer calls to the appropriate agent, track call wait times and caller information, and provide callers with automated options such as self-service menus.
The software can also help agents with call management features such as call recording, call monitoring, and call reporting.
Best 10 Software for Inbound Call Centers
There are many different software options out there, so it is important to find one that fits your needs. If you are looking for the best software for inbound call centers, this list is for you. Here are the 10 best software options for inbound call centers.
1. LiveAgent
Recommended for small to large call centers
LiveAgent is a live chat software that enables businesses to provide real-time customer support. It is a cloud-based solution that can be accessed from any device with an internet connection. LiveAgent offers a free 14-day trial, after which it has three pricing plans – Starter, Professional, and Enterprise.
LiveAgent provides a number of center software options features to help businesses provide better customer support, including:
- Real-time chat: LiveAgent offers live chat support, so businesses can communicate with customers in real-time.
- Ticketing system: LiveAgent includes a ticketing system so businesses can keep track of customer queries and issues.
- Knowledge base: LiveAgent includes a knowledge base so businesses can provide answers to commonly asked questions.
- Reporting and analytics: LiveAgent provides excellent reports and analytics so businesses can track their performance and improve their customer support.
2. Call Center Studio Inbound
Recommended for scalability
The Call Center Studio Inbound software is a comprehensive inbound call center solution that helps businesses manage their inbound call traffic more effectively. The software includes a wide range of features and tools to help businesses automate their inbound call processes, including call routing, call queuing, call monitoring, and call reporting.
The software also includes a number of integrations with popular CRM and help desk software solutions such as Salesforce, Zendesk, and Freshdesk to help businesses manage their customer interactions more effectively.
3. RingCentral
Recommended for video chatting
RingCentral is a cloud-based VoIP call center software that helps businesses manage both their outbound and inbound call center services. It is a comprehensive solution that offers a wide range of features such as including auto-attendants, call forwarding, call groups, caller ID, ringtones, voicemail, and more.
RingCentral is also a video conferencing solution that includes HD voice and video calls recording, auto-attendant, virtual fax, and more. It is easy to set up and use and integrates with a variety of third-party applications and CRMs.
4. Zendesk
Recommended for a unified workspace
Zendesk is a cloud-based customer service software company that provides help desk software and ticketing systems for businesses. Its features include a knowledge base, a community forum, a self-service portal, and an analytics dashboard. It also offers a number of integrations with third-party applications.
Zendesk is used by call centers to provide customer support and handle customer inquiries. It can be used to track and resolve customer issues, as well as to monitor customer satisfaction levels.
5. Talkdesk
Recommended for easy implementation
Talkdesk is a cloud-based call center software that helps businesses to improve customer satisfaction and increase sales conversions. It is a scalable solution that can be used by small businesses with a few agents to large enterprises with hundreds of agents and offers a variety of features such as call recording and routing, workforce management, virtual assistance, and a lot more.
Talkdesk also offers a number of integrations with popular CRM and Helpdesk software like HubSpot and Salesforce to make it even more powerful. It also has a mobile app for iOS and Android devices. The software is available in both monthly and annual subscription plans and you could even ask for a feature customization plan to be tailored specifically to your needs.
6. Zoho Desk
Zoho Desk is a cloud contact center solution that improves customer support teams’ productivity in a lot of ways. It offers a suite of contact options that helps businesses streamline their support processes and deliver better customer service from a single platform.
The software offers a unified interface for managing all your customer support pipelines including the digital channels (email, chat, and social media). It also includes a powerful ticketing system that enables businesses to track and resolve customer issues efficiently.
In addition, Zoho Desk provides a robust knowledge base and self-service portal that helps customers find answers to their queries without having to contact support. It also offers comprehensive and in-depth reports and analytics tools that give businesses insights into their customer support operations.
7. Cloudtalk
Recommended for high-traffic call centers
CloudTalk is a phone system offering call center solutions for both outbound and inbound call centers and is designed specifically for those that get a high volume of calls from customers.
Companies can customize their package depending on the industry they operate in, their business size, and their customer service goals. It also offers a number of integrations, including Salesforce, Zapier, and HubSpot.
All of their packs are provided at a very affordable price which is pretty cost-saving for high-traffic call centers.
9. Salesforce Service Cloud
Recommended for simple API integrations
Salesforce Service Cloud is a customer service platform that helps businesses manage customer service operations. It includes features such as a knowledge base, case management, and live chat.
Service Cloud also has an Application Programming Interface (API) that allows businesses to integrate their customer service operations with other Salesforce products, such as Sales Cloud and Marketing Cloud. The API allows businesses to automate tasks such as creating and updating customer records and can also be used to create custom applications that work with Service Cloud data.
10. Nice CXone
Recommended for beginning call centers
Nice CXone is a comprehensive solution that helps call centers streamline operations and improve customer service. The software is easy to use and provides a variety of features that can be customized to fit the needs of any business making it super friendly for beginning call centers.
It offers a variety of features including call routing, automatic call distribution, call recording, and real-time monitoring. Nice CXone also provides a self-service portal for customers to access their account information and contact the customer service team.
Nice CXone is an affordable solution that can help businesses improve their customer service and increase efficiency.
Conclusion
If you are looking for a software solution to help run your inbound call center, be sure to check out our list of the 10 best options. These solutions will help you optimize your center’s efficiency and provide the best possible customer experience.
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