Dealing with calls from customers requires a lot of patience and commitment. However, these two traits aren’t enough if a company doesn’t have a good, competent customer service system in place. It’s never an easy task to establish customer service, but it can be managed to the point the task is not that difficult. One of them is inbound call center software which helps companies deal with customer calls better with effective results. Here are some of the best inbound call center software available right now.
13+ Inbound Call Center Software
4. Bright Pattern
What Is Inbound Call Center Software?
Inbound call center software is a customer relationship management (CRM) software where companies use tools to manage the phone call aspects of customer support and provide inbound call center solutions. Inbound call center means that the customer service receives the calls from the customers which the nature of these calls can range from complaints to troubleshooting.
One of the benefits of inbound call center software is that it helps companies reach out to their customers. As customers reach out to the customer service, they can foster a relationship with their current customers by convincing them to stay with the company and continue to avail the products and services. With the right move, it deepens customer loyalty which is always good for business. The software also motivates companies to be more customer-focused as prioritizing customer engagement as part of their service will generate great rewards for the company. It’s also more cost-effective to outsource customer service as having in-house customer service is more costly and logistically challenging for small businesses.
One of the features of inbound call software is call queue management where managers of the software can allocate slots to each department to handle calls. It’s important to have smooth, extensive management especially on busy days where calls queues are bound to be filled that call center software inbound may be overwhelming to deal with on those days. Scaling the number of slots depending on the business is a recommended move to avoid a heavily clogged call queue. Another feature of the software is call routing where calls are routed to specialized solutions, which can increase workplace productivity as call center agents are resolving specific customer’s issues through their expertise, rather than resolving general issues that can be redundant at times. This is done through multi-level Interactive voice response (IVR) software tool where customers are routed based on the choices, they were given which they can respond to by pressing the corresponding number on the dial pad.
- Call queue management
- Call routing
- Multi-level interactive voice response
Top 10 Inbound Call Center Software
Aircall’s cloud-based contact center operations software integrates smoothly with customer relationship management that can be set-up quickly, increase productivity and gain more views. Aircall has 4,506 Employees and earns annual revenue of $653.4 million.
Five9’s contact center software promises its clients a reliable cloud contact software that can help strengthen customer growth. Five9 has 1,549 employees and earned a revenue of $127.9 million in the fourth quarter of 2020.
ZenDesk’s award-winning software enhances customer service with its customer-focused tools that include managing inbound calls. ZenDesk has 3,172 employees and earns annual revenue of $459.9 million.
Ringcentral empowers businesses with different business communications tools that combine the power of instant messaging, video conferencing calls, and phone calls. Ringcentral has 4,993 employees and earns annual revenue of $724 million.
5. Bright Pattern
Bright Pattern provides clients with their omnichannel customer service software that can ensure keep track of the constantly changing times we live in. Pattern earns annual revenue of $8.1 million.
Cloudtalk helps remote work employees with their cloud-based call center software where they can help their companies globally! Cloudtalk has 56 Employees and earns annual revenue of $8.1 million.
Talkdesk provides easy customer service for clients to help foster their relationship with customers, as well as questions of identity such as the virus and satirizing food. Talkdesk has 1,478 Employees and earns annual revenue of $162.5 million.
Deskpro’s helpdesk software empowers companies to provide excellent customer service from an easy-to-navigate, single view software interface that includes inbound contact center software tools. Deskpro has 26 Employees and earns annual revenue of $3.8 million.
Avoxi wants its company clients to “go global, call local” with its localization software that helps companies reach out and market to foreign customers. Avoxi has 139 Employees and earns annual revenue of $20.2 million.
Voicent automates many aspects of call center management software whether your company is part of the public or private sector. Voicent has 8 employees and earns annual revenue of $1.2 million.
What is the difference between inbound call center software and outbound call center software?
A major difference between an inbound call center and an outbound call center is its purpose and who initiates the call. When the customer calls a customer service center, it means it’s inbound. What it means is that inbound call center software involves managing calls from customers in various levels of customer feedback, while outbound call center software makes use of marketing to promote products through outbound telemarketing strategies.
Is it better to outsource customer support to third-party call center agents or build an in-house customer service center?
It depends on the operations of the business as each comes with its own pros and cons. Outsourcing customer support is beneficial for smaller businesses as establishing an in-house customer service might be too overwhelming for the company with possibly calls to entertain which brings down workplace productivity. However, an in-house customer service center allows businesses to provide solutions first-hand to their customers instead of relying on a third-party representative. It’s best to determine the nature of the operations of the company and its public popularity in deciding the appropriate customer service set up for the business.
How much does inbound call center software cost?
Pricing for inbound contact center software can range from $19 per month to $59 per month, with custom pricing available for some software. Pricing can vary depending on the features available as well as the number of customer service staff.
No matter how difficult it is, customer service is the heart of every company. With good inbound call center software, companies should be able to manage customer calls easily which should provide effective results at the end, which is always good news for companies.
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