Reduce costs by 50% with an AI powered CCaaS solution

Q: Can inbound contact center software integrate with the existing system?

Yes, robust inbound contact center software natively integrates with your existing tech stack including CRM, messaging apps, sales and marketing software. For e.g: Sprinklr Service integrates with 60 different solutions for knowledge base, CCaaS, voice support and CRM.

Q: What are the most important facets of an inbound contact center to deliver best agent experiences?

A unified agent desktop , AI-powered agent assistance productivity tools , AI-powered routing and a purpose-built interface are non-negotiable when it comes to agent experience in an inbound contact center.

Improve self-serve and drive efficiencies, with complete customer context; all from a single window using Sprinklr Unified CCaaS

Improve self serve with AI-powered Conversational IVR

Enhance the customer calling experience by replacing rigid, impersonal IVR menus with bots allowing customers to steer conversations

Frictionless Journeys

Extensive Integration

Digital Deflection

Connect customers at each touchpoint

Provide self-serve and seamless movement across journeys. Enable customers to resume from where they left off.

Drive operational efficiencies with AI-powered routing

Improve contact center operations and bring down customer wait times

Smart Pairing

Contextual Routing

Capacity Management

Leverage AI to find the ‘right’ agent

Leverage smart pairing to match the best agent for a specific case and the customer, or use your traditional routing logic.

Reduce agent attrition by 50% with a purpose-built unified agent desktop

Create an optimized work environment for agents by bringing 15+ channels in a platform tailored to their needs.

360° Customer View

Agent Assistance

Purpose built Interface

Enable quicker resolution with complete context

With customer data and historical conversations, empower agents to handle cross–channel cases on a single screen without switching tabs

Enhance performance with AI-powered actionable insights

Analyze 100% customer interactions with Sprinklr Service to identify opportunities to boost performance, optimize processes and innovate products

Quality Management

Contact Center Monitoring

AI-powered Insights

Automate service quality evaluation

Use AI-powered quality scores to drive insights and identify areas of improvement for every single agent.

Inbound Contact Center Software FAQ

What is inbound contact center software?

Inbound contact center software is a platform that manages incoming customer communications such as calls, emails, chats and social media messages. It routes messages to appropriate agents, offers tools for efficient issue resolution and maintains comprehensive customer data to help personalize support.

What are the key capabilities of inbound contact center software?

Inbound contact center software capabilities can be broadly categorized as:

Interactive voice response (IVR): Guides callers through menu options and collects customer information
Automatic call distribution (ACD): Routes calls to appropriate agents for quick resolution
Omnichannel support: Manages tickets across voice, email, social and chat, and provides a consistent customer experience on all channels
Unified agent console: Provides a centralized interface to manage interactions across channels
Customer self-service: Offers FAQs, knowledge bases, chatbots and other automated solutions to empower customers
Conversational analytics: Gives real-time insights on products, processes and people by examining customer interactions
CRM integration: Integrates with customer databases to fetch caller information and history during interactions
Quality management: Generates detailed reports on contact center performance, top contact drivers and customer satisfaction.
Integration APIs: Connects with third-party tools for seamless data sharing and workflow management.

How does inbound contact center software improve customer service?

Inbound contact center software enhances customer service by unifying customer interactions on different channels. It ensures that customers are quickly connected to the right agent with the appropriate skills, which helps shorten the wait time. Real-time analytics and call recording help maintain quality, while self-service options and multichannel support cater to diverse customer preferences, leading to improved customer satisfaction.

Can inbound contact center software integrate with the existing system?

What are the benefits of using inbound contact center software for businesses?

The top 3 business benefits of using inbound contact center software are:

Enhanced customer experience that results in better customer satisfaction, loyalty and lifetime value.
Operational efficiency leads to optimal resource allocation and improved agent performance.
Data-driven insights into customer behavior and contact center performance to keep you ahead of trends and competitors.

Do you want the same results? TRY SPRINKLR FOR FREE TODAY

What are the most important facets of an inbound contact center to deliver best agent experiences?