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Inbound Call Center Software
Connect Customers with the Right Agent to Deliver Engaging and Personalized Experience Using One of the Best Inbound Call Center Solutions.Â
Best Inbound Contact Center Software for Call Optimization
iCallify, inbound call center solution, is trusted by hundreds of global businesses for its superior functionalities and features. Anxious and agitated customers will get greeted by a smart IVR, which will work efficiently to pacify them and engage them until the customer is connected to the agent. The right automatic call distribution (ACD) can reduce the call queues by connecting the caller to the right agent. Connecting customers with the right agents helps to increase first call resolution (FCR) and customer satisfaction (CSAT).
Top reasons to use iCallify for inbound calling
Using iCallify, inbound call center solution, you can uplift customer experience across all touch-points. Along with inbound calling features, iCallify inbound contact center software also supports outbound and blended calling features to let you handle customer engagement campaigns more efficaciously.
Increase FCR with the right call routing strategy
Automatic call routing strategies of this inbound call center solution ensure that the customer is connected to an ideal agent that can handle the concern or inquiry in the most professional and effective manner. This helps in increasing first call resolution.
Enhance conversation with CRM integration
iCallify supports third party CRM integration to show major details of a customer within the contact center software. This can help agents to lead the conversation to make customers feel more valued and attended to. This contributes to enhancing conversations and increasing CSAT or sales.
Handle customer calls round the clock
Even if your call center doesn’t operate in all the shifts, you can still attend customer calls 24/ 7 with smart IVR, plus, time and holiday based call routing features of iCallify, inbound call center software. Make your customers feel attended to and informed.
Reduce call queues and call waiting time
Automate responding to the frequently asked questions and let your clients self serve themselves with smart IVR. Keep customers updated about common actions or updates using broadcasting features. Reduce call volume and call waiting time using the intelligent features of this intelligent inbound contact center solution.
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Key Features of Inbound Contact Center Software
iCallify, inbound call center software solution, is built by a leading inbound call center process provider. Thus, it has all the standard and modern features to effectively handle inbound calls and traffic via all communication channels:
Unlimited Queue
Handle boundless incoming calls efficiently, ensuring every caller is promptly attended to and improving customer satisfaction.
Interactive Voice Response
Enhance service speed and accuracy by allowing customers to interact with automated menus to access information or route calls efficiently.
Call Forwarding
Don’t let any important call go unanswered by forwarding those route incoming calls to alternate numbers to ensure seamless communication.
Live Call Monitoring
Monitor calls and important statistics in real time to offer immediate guidance to agents and ensure service quality and effectiveness.
Time Condition
Maximize resource utilization during peak, off-peak hours and even during holidays by routing incoming calls based on different time conditions.
Ring Group
Ring multiple extensions at once until one of the agents answers the call to ensure the calls are managed effectively for better call management.
Advanced call distribution (ACD)
Strategically allocate incoming calls to agents based on predefined criteria to streamline response times. Enjoy higher productivity and efficiency.
Sticky Agent
Ensure customers consistently communicate with the same agent to foster a more personal and consistent service experience to build a stronger bond.
Call Recording
Improve efficiency, productivity, and quality of services by logging calls for training purposes and maintaining comprehensive records for compliance review.
Click to Call
Simplify customer initiation of contact by enabling immediate phone connection through web interfaces using the click2call functionality.
Whisper Coaching
Empower call center supervisors to provide live, unobtrusive feedback to agents during customer calls to enhance call management skills.
Reporting and Analytics
Comprehensive analysis of call metrics to track performance trends, inform strategic improvements, and make data driven decisions.
- Unlimited call queues
- Smart IVR
- Holiday & time based call routing
- Live call monitoring
- Real time statistics
- Ring group
- Advanced call distribution (ACD)
- Call forwarding
- Blind and Attended call transfer
- Call mute and un-mute
- Call park and pick-up
- Custom music on hold (MoH)
- Call recording
- Reports
Connects to the
Leading CRM Systems
Your team’s calling activity is automatically logged and synced into your CRM to reduce manual input.
Third Party CRM Integrations Available
Related Blog
Explore related articles on inbound call center solutions, offering valuable tips and strategies to improve your call center operations and customer satisfaction.Â
Frequently Asked Questions
It is a type of call center solution, which lets businesses manage incoming calls more efficiently. It also provides an effective means of managing missed calls and abandoned calls.
It can be used to manage any type of incoming campaign such as customer support, inbound sales leads, etc.
iCallify supports different types of automatic call distribution strategies such as skill based call routing, sticky agent, round robin, least talk time, random, ring group, and advanced call distribution.
