Inbound Call Center

An inbound call center faces the difficult task of balancing cost-efficiencies at a small scale with providing a high quality of service. The solution eliminates the problems of high capital expenditure and training costs. The Advanced Call Center can leverage an existing PBX system or build a new call center with minimal investment. The intuitive call center application reduces agent training cost and technical support overheads.

Usage Scenario

An inbound call center is suited for companies the need to setup a call center solution at a single location that is independent of other locations. Such companies usually have an internal agent labor pool and numerous other internal resources that they can draw upon. For example, a healthcare firm can easily train its employees to handle drug information requests and send the right literature.

An inbound call center is also the perfect solution for businesses that require a high level of control over the call center operations and the information that is disseminated. For example, a government agency might need to closely regulate its call center operations.

The inbound call center solution is easy to implement within a company. Smart Office Contact Center and Advanced Call Center Campaign Server together provide auto dialing, automated call distribution (ACD), skill-based routing, interactive voice response (IVR) and various other call center management functions.