What Is Inbound Call Center Solution?


Call center industry is big and even bigger is the call center solution. There are many jargons related to the call center solution and one needs to understand those to make a perfect use of an existing call center solution or to find the best that suits his / her needs. In this article, we will talk about inbound the call center solution.

What Is Inbound Call Center Solution?

It is a call center software, which allows only incoming calls and routes these incoming calls with different types of call routing algorithms. The inbound call center solution doesn’t have the features to support outbound calls.

There are some inbound call center solutions that provide a manual dialer to let agents make an outbound call on occasional situations. In general, the inbound call center software only has the features related to incoming calls.
The point one needs to understand here is that call center software usually has all common features to take care of calling campaigns. Below is the list of common key features available in all types of call center solutions, including, inbound call center solution:

·         Dashboard
·         Call transfer
·         Call forwarding
·         Call parking
·         Call retrieval
·         Music on Hold
·         Call mute
·         Call un-mute
·         Barge-in
·         Conference call
·         Whisper
·         Call recording and playback
·         Interactive Voice Response (IVR) solution
·         Disposition
·         Reports
·         And more
The only features not available in an inbound call center solution are the feature related to outbound calls, more specifically, the dialers that generate outbound calls are not available in the inbound call center solution. Some of the most popular call center dialers are listed below:

·         Auto dialer
·         Manual dialer
·         Predictive dialer
·         Preview dialer
·         Progressive dialer

The unique features available in an inbound call center solution compared to an outbound call center solution are related to call distribution of inbound calls. These features are made up with different types of call routing and distribution algorithms. Some of the most common call routing rules available in the call center solution are listed below:

·         Advanced Call Distribution (ACD)
·         Automated Advanced Call Distribution (AACD)
·         Round robin
·         Least talk time agent call routing

The above mentioned call routing rules are enough to handle the incoming calls with the maximum possible efficiency. It also helps in utilizing all resources at their best.

The inbound call center solution can be single tenant or multi tenant call center software. In single tenant, the call center solution can only support one physical premise. On the other hand, multi tenant call center software can connect more than one physical premise, called, tenant. Each tenant can have its own independent campaigns and agents. These tenants can be the branch offices of the main call center or company or it can be the customers who use call center services.

iNextrix Technologies Pvt. Ltd offers one of the best call center solution which has features of both, inbound and outbound call center software. To know more about this call center solution, visit https://inextrix.com/solutions/call-center-solution

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