Our Inbound capability provides all of the advanced ACD and IVR features you expect, including: skills-based call routing, text-to-speech, CTI screen pop, CRM integrations, and more.
Inbound Capabilities
ACD: Route callers to the right queue, with the right priority, and route them to the next available agent with the right skills
IVR: Walk callers through self service applications or gather caller information needed to identify the best available agent.
CTI: Improves productivity by giving agents relevant and timely contact information, and integrates phone controls with other applications.
TOLL FREE NUMBERS: We can provision new toll-free, international toll-free and DID numbers, or migrate existing numbers for your inbound campaign.
CALL CONFERENCING: We can implement sophisticated IVR applications that allow callers to create conference calls, by calling additional phone numbers to add participants.
SPEECH RECOGNITION: We can create advanced IVR self-service applications to your callers by enabling them to provide speech input in addition to DTMF.
TEXT TO SPEECH: Provides dynamic information to your contacts by automatically converting text data into spoken words.
VOICE MAIL: We can offer your callers an opportunity to leave voicemails for individual agents or the next best available agent.
PBX: Our professional solutions resources can add Call Center Software to your existing PBX infrastructure for advanced CTI, IVR, ACD, Predictive Dialing, and more.
CALL RECORDING: To assess the quality of agent performance and the customer experience; use recordings as supporting documentation for transactions.
CALL QUALITY MONITORING: WE ensure a positive customer experience by silently monitoring agent conversations with contacts, whisper coaching and barging-in when needed.
ACTIVITY REPORTING: Over 100 customizable reports implemented for ACD Queues, Agents, Calls, Campaigns, and more. Thousands of permutations possible.
REAL-TIME REPORTING: Personalized dashboards, views and alerts to monitor real-time call center statistics on ACD Queues, Agents, and Campaigns.
CONTACT HISTORY DATABASE: Maintains contact information and call activity so that it's available for IVR applications and at agents' fingertips while handling calls.
CLOUD APIs: Allows us to build advanced software integrations between call center software and other enterprise software applications.
AT-HOME AGENTS: Supports a distributed workforce, flexible resource allocation, and new hiring models.
ENCRYPTED VOIP ARCHITECTURE: Leverages the low cost, high availability and high scalability of the internet for phone calls with crystal-clear voice quality.
WEB CALLBACK: We can integrate websites with our call center software so that visitors can request immediate or scheduled callbacks from our call center.