INBOUND CONTACT CENTER SOFTWARE
Improve first call resolution by up to 50% with a cloud-native voice platform
Modernize your inbound contact center with exceptional call quality and advanced AI-powered capabilities for voice from a single window using Sprinklr Unified CCaaS.
Strenghthen self-serve with AI-powered Conversational IVR
Connect customers at each touchpoint
Offer self-serve and enable effortless movement across journeys. Help your customers resume conversations from where they left off and maintain context at all times.
Personalize every interaction
Identify callers instantly using strong CRM and CTI integrations. Respond to customers quicker or accurately route them to your best-suited agent.
Deflect seamlessly for faster resolution
Redirect customers seamlessly from voice to digital and social channels. Use AI-driven insights to resolve queries on live chat and reduce inbound call volume significantly.
Harness AI-powered routing capabilities to drive operational efficiencies
Leverage AI to find the ‘right’ agent
Pair your best agent for a specific case with the relevant customer using AI-powered pairing. Conversely, you can also use your traditional routing logic whenever required.
Reduce friction and provide quick resolution
Connect customers with agents who have case-specific context. Eliminate the need for customers to repeat themselves and help your agents resolve their queries and close tickets faster.
Enhance agent productivity
Manage agent capacities to handle cases across channels simultaneously without causing burnout. Monitor and improve your team’s overall efficiency and maintain SLAs.
Reduce agent workload by over 50% with a purpose-built unified agent desktop
Access all customer conversations and data on one screen
Empower agents to handle cross-channel cases effortlessly on a single screen. Provide access to a complete view of your customer profiles and historical conversations.
Empower agents with real-time assistance powered by Sprinklr AI+
Equip your agents with generative AI-powered nudges to help them resolve customer queries faster. Auto-extract relevant solutions from knowledge base articles, save time with automated call disposition and more.
Elevate agent experience with a personalized desktop
Eliminate the need for agents to switch between tabs while resolving your customers' queries. Unify all capabilities into one highly customizable and modular screen with numerous powerful widgets.
Elevate agent performance with AI-powered actionable insights
Automate service quality evaluation
Use AI-powered quality scores to collect insights and identify areas of improvement for every single agent.
Gain broader as well as team-level insights
Evaluate how your teams achieve SLAs on the basis of region, team, product and resolution timeframe to identify the gaps in performance and indicators of success.
Gain intelligence from every interaction
Identify the shift in customer sentiment during every interaction. Use these insights to course-correct when required or simply learn from to improve performance.
Frequently asked questions
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.
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.
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.
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.
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
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.
Sprinklr resources
An inbound contact center handles incoming calls, SMS, emails, chats and social media messages from both customers and prospects. Learn more here.
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