Omnichannel Contact Center Software
Inbound call center software is often the central point of contact for any business that offers customer service. An inbound call center is generally a call center that exclusively or predominantly handles interactions that are initiated by a customer. In some cases, inbound call centers may take the form of a help desk where calls may be made from employees rather than customers. A call center may handle either inbound or outbound calls exclusively or might deal with a combination of the two for blended call center applications.
Today’s inbound call center agents often communicate with customers through many communication channels, including voice, email, SMS, messengers, and chat.
Inbound call center agent performance is often measured according to call center metrics, including first call resolution (FCR), average handle time (AHT), time in queue, and more. Inbound call centers sometimes stipulate service goals that the center will work toward in a service-level agreement (SLA).