Inbound Call Center Software
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What is inbound call center software?
An inbound call center software helps you in easily managing high volumes of incoming calls. These can be customer calls seeking support, technical help, answers to questions, inbound sales, customer service issues, etc.. Agent routing is a crucial part of a cloud call center software. It ensures that calls are distributed among the right agents automatically.
Features of our inbound call center software solution
Smart call routing
Route calls to the right agent automatically using different types of routing – equal routing, sequential routing, emergency routing, and sticky agent routing.
Call recording
Track and record all customer conversations. Use it later for dispute resolutions, quality and agent training purposes.
IVR
Create personalized call experiences by implementing IVR in your call flows. Use customer inputs over IVR to capture information and routing customers to the right agent.
Call forwarding
Redirect incoming calls to any number depending on your requirements. We support both unconditional forwarding and conditional forwarding.
Why do you need an Inbound call centre software
Learn how Exotel’s Inbound call centre software works and how you can use it in this video
Integrate call management software with the tools you use
Calls do not have to stand out like a sore thumb. Integrate customer calls with tools like CRM, ERP, Helpdesk software, apps and websites to unify all of your customer information. Our cloud communication solutions support integration with the most popular tools out there.
Easy call tracking and analytics
Listen to customer feedback and improve your product/service using call recordings, available in your inbox
Use cases of inbound call center solutions
Customer service
Respond to customer concerns quickly and efficiently using Exotel’s cloud center software. Use smart call routing, IVR, call tracking to provide personalized customer experience while also monitoring the quality of service.
Inside sales
As per data, inbound calls convert 10-20 times more than clicks. Engage with potential customers directly on-call using our software. Call tracking ensures no prospects are missed out.
Booking and cancellation
Booking and cancellation through calls can be a tough task to handle manually. Manage bookings and cancellation calls effeciently through call center software.
FAQs
Here’s how customers use our inbound call center solutions
Asia’s most innovative companies use Exotel
Chirag Patel
Exotel's API documentation and implementation process is extremely simple and easy to follow. There were no hassles in setting it up. We use other cloud telephony platforms as well but Exotel gets a big thumbs-up from us for their ease of use.
Shashank ND
We have worked across cloud telephony players and with other vendors, but the fact is Exotel is dependable.
Exotel made agent performance monitoring and reporting seamless
The best things about Exotel are – Click to Call for KYC, IVR campaign, App Bazaar, Lite dashboard, which specifically showcases call flow monitoring, agent performance monitoring, reporting, easy to set up, and to top it, the support from the account manager.
Prateek Jain
The number masking feature has been a very worthy addition to making our customer experience even better.
Exotel anticipates customer needs and delivers exceptional service
An excellent, user friendly and cost effective platform. Automations make it very easy for the caller and receiver to interact efficiently. We are truly glad to have moved to Exotel.
Satish Chugh
Very supportive and understanding staff who have lived up to every expectation, and at times exceeded them too.
The Exotel Advantage
Why Exotel is considered as the most reliable cloud communications company in India and Southeast Asia
Highly Secure
ISO 27001:2013 certified information security management system
Patented Solutions
Gain competitive advantage from patented products
Superior Quality
Best success rates, voice quality and reduced latency
Scale at Ease
Grow at will, expand without worrying about infrastructure
Superior Reliability
Best in class uptimes of 99.94% including operator uptimes
Best Support
24×7 customer support via phone, email and Twitter
Know how a cloud call center software can help your business. Set up a call.
We take away some of the biggest pain points of traditional systems like EPABX.
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