Inbound Call Center Solution: Must Have Features

• June 24, 2022

A comprehensive platform is available for call center solutions, enabling users to run inbound, outbound, and blended campaigns. Alternatively, you can discover a dedicated solution designed for call centers that operate a single, specialized stream of calling campaigns. Employing this type of contact center solution can offer advantages, especially if your business primarily focuses on specific purposes like customer care. An inbound call center solution is one of the popular call center software types that are used in multiple businesses.

What is an Inbound Contact Center Solution?

An inbound contact center solution refers to a set of tools, technologies, and processes designed to manage and handle incoming communication from customers or clients. This solution handles incoming interactions from customers, including phone calls, emails, chat messages, and other types of communication where customers seek support, information, or assistance.

Which are the Must Have Features for an Inbound Call Center Solution?

Different call center solutions will have different features and that completely depends on the call center software provider. However, to effectively run your inbound call center software, you need the following features in your software for contact centers.

1. Smart Interactive Voice Response

An IVR is useful and must have feature to auto attend customer calls. A clever Interactive Voice Response (IVR) system not only quickly responds to calls but also professionally welcomes clients and guides them to the right call queue.

2. Unlimited Call Queue and MoH

This is a fundamental and most important feature to handle incoming calls. Customers may not be able to connect with your agents directly and they will be put in different call queues. This call queue should not have any limit for a maximum number of calls. It must also engage clients by playing lively music on hold (MoH) files until connecting them to agents.

Read also: How Can a Bank Boost Customer Engagement with Inbound Call Center Solution?

3. Advanced Call Distribution Rules

Call routing strategies are important in an inbound center. It ensures that the customers are connected to the right agents. Most vital call routing strategies are listed below:

• Skill based 
• Sticky agent
• Round robin
• Random
• Most idle agent

4. Ring Group

This is an advanced and amazing feature to support remote or hybrid workforce and its high performance. It will ring the Softphones of all agents in a calling group until one of them attends the call.

5. Time and Holiday-Based Call Routing

This is an advanced feature in an inbound call center solution. It helps in playing a relevant message depending on the working hours or holidays.

6. Live Call Ṁonitoring

The inbound contact center solution must have a live call monitoring feature to allow supervisors to monitor calls in real time to take the required action to ensure high quality of service for clients.

7. Reports

Along with live statistics, historical reports showing major performance indicators and their value are necessary to measure and improve KPIs.

Concluding Notes

An inbound solution will definitely have common features like call transfer, call forwarding, call mute and un-mute, call recording, etc. Along with that, it must have the features mentioned in this article. iCallify will ensure seamless operations and excellent output for your inbound campaigns.

Are you searching for a dependable inbound call center solution with advanced features and more? Reach out to our software solutions—we’re ready to help. Please feel free to get in touch with us, and we’ll be delighted to provide you with the support and information you need.