Inbound Call Center Solutions
Researching inbound call center solutions for your business can seem like a daunting prospect — but it doesn’t have to be. Vonage has the expertise and knowledge to help guide you through the maze of possibilities. Get in touch today to speak to one of our experts.
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What Is an Inbound Call Center?
An inbound call center is a call center that takes incoming calls. This is in contrast to outbound call centers, where calls only go out. Blended call centers are a mixture of the two.
Inbound call center services are in high demand and serve many diverse functions, mostly focused on customer service and support. Any organization that fields a large volume of inquiries should consider putting dedicated inbound call solutions in place to maximize the efficiency of its operations.
While these can and often are based on-site, it’s also possible to outsource inbound call center provision to third-party companies (but this can mean a certain loss of control). Often, a better solution is simply to upgrade your capability by adopting a more sophisticated inbound call center platform.
The Vonage Auto Attendant — also known as a Virtual Receptionist — gives anyone who calls your company a list of options to choose from. You can adjust the settings at any time to route calls automatically according to the time of day, required extension, or agent availability.
This is an add-on available in the U.S. and UK and is ideal for organizations that receive large volumes of calls and need a front-of-house stand-in. You can assign the console to any user extension, and it will be able to handle up to 50 calls at once.
When call volumes are at their peak, give customers calling you the option to be placed in a virtual waiting room with call queuing. As soon as an agent becomes available, the customer will be put through to them.
Customizable Hold Music
Choose from four preset pieces of music or upload your own recordings for a fully customizable hold music option. You call the shots and can change these settings whenever you want in the Admin Portal.
Local Business Numbers
Select your chosen area code and get a local business number to fit. These are ideal for geographically specific campaigns, with this feature showing you’re willing to go the extra mile for your customers by making it easier and cheaper for them to get in touch.
Record your inbound (and outbound) calls and have them logged automatically as hyperlinks in your CRM for convenience. This makes it simple to find them again if you need to for training or problem resolution. You can also download any recordings you like to another storage space.
Business Phone App
With the VBC app, you can take your business phone system with you, wherever and however you’re working. The VBC desktop app lets you receive calls to your business number directly from your PC, as well as using other channels such as SMS and video conferencing. Enjoy equally good connectivity and diverse functionality on your phone with the VBC mobile app.
Use virtual phone extensions to assign a dedicated direct dial number to your employees’ mobile phones. This is ideal for hybrid teams or team members who have to do a lot of traveling because it means they’ll be able to take that crucial client call no matter where they are.
Your VBC Call Logs make it quick and easy to access key data on the calls coming into your business. Call Logs allow detailed access to call records by extension or account, so you can view call activity, duration, and volumes. You can also run reports for set time periods to inform decisions on staffing, IVR, and more.
VBC is the world's most flexible cloud communications application
Other Considerations When Investing in Call Center Software
Of course, your choice of call center software won’t depend entirely on the features included with it. There are all kinds of other considerations, such as:
Tailor Your Inbound Call Center Solution
At Vonage, we understand that the needs of your business are unique. That’s why we make it possible to customize your inbound call center platform precisely to your organization’s requirements, choosing the features that will work best for you.
We have years of experience in guiding companies like yours toward their ideal solution. So call now to talk to an expert and find out what Vonage can do for your business.
FAQs About Inbound Call Center Solutions
A call center is a service where agents speak to customers over the phone to resolve any problems they may have. These agents need not be located in a single geographic location — in fact, in many cases, modern call centers will employ remote or hybrid workforces.
On the other hand, a contact center accepts customer communications via multiple contact channels. This can include voice calls as well as SMS, social media messages, email, and even video conferencing.
There was a time when running a call center meant investing heavily in infrastructure and hardware, such as costly network installation and expensive phone equipment. As a result, it was only really feasible for larger corporations. This is no longer the case.
Now, a call center can be run entirely through the cloud and using VoIP technology. All that’s needed is for everyone working to have a reliable internet connection, and admin software can pull everything together.
Simply get in touch with a Vonage expert today (on any channel!) and we’ll chat about your needs. We offer a range of pricing plans for VBC, which provide features and functionalities to suit a variety of business needs.
But the real beauty lies in the add-ons, as this is where you can really strengthen your solution. We’ll help you create a solution customized to your needs.
Absolutely! If you’re looking to leverage voice, SMS, social media, video, and more to take your customer service to the next level, consider Vonage Contact Center.
We can provide you with everything your business needs to develop a dedicated customer support offering. There are a variety of pricing plans to choose from. Whether you’re in a growth phase and looking to scale quickly, or your business is long established, Vonage can help you find the ideal contact or inbound call center solution for your organization.