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Important Features for Inbound Call Centers

A noteworthy boom in the business of inbound call centers is witnessed. There are so many customer care and customer support centers, which take care of hundreds to thousands of callers in a day. To keep them running at their best any inbound call center needs well trained staff and a perfect infrastructure. One of the important pieces of the infrastructure of an inbound call center is a call center solution or rather I say an intelligent call center software solution.

Generally, an intelligent call center software solution like iCallify comes up with an amazing range of features, add-ons, and functionalities. It also supports integrations to provide a complete call center solution. However, inbound call centers need to use different types of features and some of the features are the most important features for the inbound call centers. Therefore, it is necessary to know about these vital inbound call center features.

Below are the top 3 must have features in an intelligent call center solution for an inbound call center:

Agent skill based call routing

A call center can have a few to hundreds of agents working in a single shift. It is always a good idea to route and assign a call to an agent who is skilled enough to resolve the issue or concern of the caller than routing to a random agent who will read a predefined script only. The intelligent call center software has skill based call routing. This feature will route an incoming call to the best fit agent who is skilled enough in handling such calls. This will increase customer satisfaction and first call resolution ratio.

Whisper and Barge-in

These 2 features of an intelligent call center solution play an important role. The barge-in feature will allow supervisors to silently supervise call quality by hearing the call without acknowledgment of the agent and caller. At the same time, the whisper feature will help the supervisor to coach their agents on how to respond by being part of the call, but without acknowledgment of the caller. These are great features for improving the productivity and skills of the agents.

A whole range of reports

For any call center, reports are very much important. The intelligent call center software offers a wide range of reports which will help in analyzing the current performance and making a plan for improvement and growth. The inbound call center needs to define the KPIs (Key Performance Indicators) related to customer satisfaction and agent productivity. These KPIs can be monitored in the reports. In some cases, some custom reports need to get developed, but it is worth an investment.

These are the major features that the intelligent call center software must have if it is going to be used in the inbound call center.

iNextrix Technologies Pvt. Ltd offers intelligent call center software, called, iCallify. iCallify has all the above listed and many more features. Also, the company has both, sing and multi tenant call center solutions. To know more about the range of features and other related details, please visit https://inextrix.com/icallify

Agent shortage is quite common. It is not that, there is not enough manpower, but getting talented and skilled agents is quite a complicated job. Moreover, there is a challenge to deal with agent rotation. It results in agent shortage and the call centers often need innovative and practical ways to deal with the same....

Agent shortage causes many issues in your call center. Read this blog to learn the top tips to overcome challenges related to agent shortage using intelligent call center software and some other easy to apply tips.

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We are happy to announce that, we, iNextrix Technologies Pvt. Ltd, have participated in the TAD Summit Asia 2021. Our company was represented by our co-founder and director, Mr. Arpit Modi. He took an insightful session on the topic of “Intelligent Call Center Software to Empower Your Business”. What is TAD Summit Asia 2021? TAD...

We are glad to share this news release on the fact that we had participated in a leading online summit, TAD Summit Asia 2021 and represented our intelligent call center software. Read the complete news to get complete information on our participation in the TAD Summit.

How to Improve Customer Experience Using Intelligent Call Center Software?

Customer experience can make or break your business, regardless of your industry vertical. The competition has become fierce and the market is very tight. If you fail to provide an excellent customer experience to your customers, then you are likely to lose business. Getting defamed by your customers can stop you get more business. In a nutshell, everything revolves around positive or negative customer experience, and your business must do all possible things to improve customer satisfaction by delivering an excellent customer experience, so your business can survive and flourish.

Intelligent call center software is one of the amazing tools that work miraculously well in improving customer experience and I am going to share the top tips to use this powerful tool to improve customer experience.

1. Make reaching out to the right agents easier

The right customer experience depends on connecting to the right agent. The right agent is the one that can provide an accurate answer and the required assistance. The intelligent call center software such as iCallify provide multiple call routing rules, called, ACD (Advanced Call Distribution). Selection of the right call routing rule can make sure that customers get first call resolution, which will improve customer experience.

2. Reduce call waiting and hold time

One of the major reasons behind the poor customer experience is too long waiting time. Customers first wait in the call queue to get connected with the agent and then they wait while agents put their calls on hold to find the required information. It is necessary to reduce call waiting time by making call queues short and reduce call hold time. Some tips to achieve both of these are listed below:

Put more parallel agents to reduce call queues

Provide automation options, so customers can find their answers on their own without waiting in the call queue

Provide the required training to the agents, so they take less time during the call. This is necessary to reduce call hold time.

3. Provide omnichannel support

Unlike earlier, when people used to visit physical offices or wait for minutes in a call queue to connect with the agents, nowadays, they use platforms like social media to spill the anger for business. Therefore, it is necessary to add social media platforms like Facebook, Twitter, etc. into the intelligent call center software. Moreover, if you are a client-centric company, then follow the thumb rule of customer service, which is catering to the customers the way they want to get catered. Nowadays, people prefer multiple communication channels like WhatsApp, SMS, live chat, etc. to provide customer support. The intelligent call center software provides omnichannel communication support, so your business can provide a better customer experience.

In a nutshell, an intelligent call center software solution can help in improving customer experience. If you are looking for an intelligent call center solution, you must consider iCallify. You can also take a risk-free trial of 14 days. For more details, visit https://inextrix.com/icallify

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The call centers handle a massive number of calls daily. Some of these calls get handled by the automation features available in the intelligent call center software and some of them get handled by the live agents using different features of an intelligent call center solution. The intelligent call center software comes up with a...

Call forwarding and call transfer are two important features available in the intelligent call center software. This blog shares the difference between these two features and their use cases. Knowing the difference and use cases will help you use them correctly.

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Major Dialers Available in Intelligent Call Center Software

Generally, the call center software comes with a wide array of features inbuilt and integrated into it. The call center solution comes with an amazing range of features that are really helpful to the call centers. In this article, I will shed more light on different types of dialers available in the call center solution. The dialers are used to dial outbound calls which can be dialed for lead generation or customer service related campaigns. Based on the campaign, the call center can use the dialer in a way that increases the productivity of agents and effectiveness of the campaign so more goals can be converted.

The best call center solutions generally offer 5 different types of call center dialers which are briefed below:

1. Predictive Dialer

The dialer predicts in advance that how many agents will be available to attend the next call and how many calls will be answered from the dialed number of calls. This dialer is one of the most advanced dialers in the intelligent call center software. It helps in increasing resource utilization and agent productivity.

2. Progressive dialer

This dialer is also an advanced dialer that automates the call dialing process. The dialer screen the list of numbers and abandoned rate to identify the number of calls that should be dialed to reach the customer or prospect. The intelligent call center solution only routes the call to the agent if it is connected to the customer or prospects. This differs with predictive dialer in a way that it dials out only when the agent finishes his call and is ready to take the next call. The benefit of the progressive dialer is that it reduces the abandoned rate and lifts up the productivity of the agents.

3. Auto dialer

This call center dialer automates the dial out process in the call center. It automatically dials the number and routes it to the agent as soon as the call is answered. The call might have answered by an answering machine or reached a fax system or it is giving a busy tone or it can have actually connected to the customer or prospect. The auto dialer helps in saving time on manually dialing the numbers. It also contributes to increasing the productivity of the agents.

4. Preview dialer

This is an interesting dialer feature in which the intelligent call center software shows the lead detail of the next call to be dialed to the agent before actually dialing it. In simple words, it shows a preview of the next call. The agent can choose to dial, in that case, the system will automatically dial the number or the agent can also skip the lead for any specific reason such as not having the required skills to handle that customer or prospect. This helps in increasing the first call resolution ratio in the call centers.

5. Manual dialer

It is the most simplest and basic dialer. The call center solution shows a dialer / dial-pad to the agent and the agent can manually dial a lead number. It is useful when an agent needs to call on a new number or for any random lead, which is not listed on the lead list.

iCallify is an intelligent call center software, which has all these auto and manual dialers along with many other features. Know everything about iCallify, here https://inextrix.com/icallify

We, iNextrix Technologies, have launched our partnership program. You can join our partnership program at ease. If you are ready to join our partnership program, simply contact us, and our representative will discuss more details with you in person. If you are interested in becoming a partner of iNextrix Technologies, but are still confused, then...

We have launched a partnership program and we are onboarding partners across the globe. Explore top reasons to join our partnership program. Know what makes our business partnership program stand out.

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What Is SIP Call Center Solution? Why Is It Beneficial?

Call center business is booming and to take it to the next level, call center management has started acquiring advanced tools and technologies. One of the most trending tools is the SIP based call center software. This article will educate you with some more details of this most beneficial solution for the call centers.

People have started expecting more from the customer care departments, so businesses have started giving more importance to customer care than ever before.

The SIP based call center solution is one of the most adopted solutions in recent times. It offers an array of features and benefits to call centers. If you are one of those who are still unaware of this solution, then this article will educate you in detail about it.

What is SIP based call center software?

It is similar to any advanced call center solution such as intelligent call center software. The major difference, which makes it stand out, is that it uses the Session Initiation Protocol (SIP) for communication. In simple terms, instead of using the conventional telephone lines, the SIP based call center solution uses the internet line for initiating, terminating, and conducting the calls.

Why a SIP based call center solution is better?

This intelligent call center solution offers many benefits over its counterparts. Some of the key benefits are explained below:

Easy To Manage

This solution comes with an easy-to-use GUI based user panel, which makes it very easy to operate and manage. The whole system, all agents, supervisors, and other users can be managed using a single admin panel. Anyone with moderate technical knowledge can handle this system.

Least Physical Infrastructure

This solution uses your LAN cables to get connected with the internet, and as it uses the internet for calling, it eliminates the requirement of any other physical hardware, wires, plug-ins, etc. It means you don't need to manage those messy wires and bulky sockets and other hardware, which is an inseparable part of the call center software which uses the PSTN for calling.

Scalable

The SIP based intelligent call center software is very easy to scale up or down. You don't need to worry much as you need to get bothered with the conventional system. This is a software solution so adding a new agent is as simple as adding a new contact in Outlook, a few simple steps, and you are done.

High ROI

The best and most alluring benefit of the SIP based intelligent call center software is the returns over investment one would get. This solution decreases the operational and maintenance cost commendably. It also increases the productivity of staff with the advanced features. These turn into the favor of call centers in gaining the maximum returns over their investment.

Nowadays, a majority of call center solutions are SIP based call center solution. Therefore, you will not need to ask if it is a SIP based solution or not. However, to select the right software, take a free trial before buying it.

iCallify, intelligent call center software is a SIP based solution and offers a 14 day risk free trial. For more details, visit

https://inextrix.com/icallify

#as intelligent call center software

Call center WhatsApp integration is getting popular. Know more about the call center WhatsApp integration and its major benefits for businesses.

Call center WhatsApp integration is getting popular among businesses. Know more about the call center WhatsApp integration and its major use cases in businesses explained in this blog with all the required details.

#Call center WhatsApp integration intelligent call center software call center solution

We are excited to share we have launched a partnership program. Anyone interested can become our partner and enjoy handsome perks and amazing benefits.

We are excited to share we have launched a partnership program. Anyone interested can become our partner and enjoy handsome perks and amazing benefits. All the details related to our partnership program are shared in this news.

Intelligent call center software has an array of features, which accelerate the growth of any business or call center. Read this blog to know how to use different features of an intelligent call center solution to boost growth.

On-premises and cloud call center solutions both have their own pros and cons. This blog shares comparisons on both types of call center solutions to help you select the right hosting model for your intelligent call center software.

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Multi tenant call center solutions are gaining popularity. Explore what it is and how it is useful to any business in this blog.

Multi tenant call center solutions are gaining popularity. Explore what it is and how it is useful to any business in this blog. This blog shares uses cases of multi tenant intelligent call center software for companies and entrepreneurs.

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What Is Predictive Dialing? What Are Its Benefits?

Predictive dialing is usually used in call centers. It can be carried out using one of the features, called, predictive dialer of intelligent call center software. In this article, you will learn about predictive dialing, predictive dialer, and its major benefits.

Call centers use various tools to speed up operations and leverage multiple other advantages. One of the most commonly used solutions in any call center is a call center solution. With technological advancements, this software also got more matured and advanced. The most popular and advanced version of this software is the intelligent call center software.

An intelligent call center solution comes with a wide array of features and one of them is predictive dialers. It is one of the auto dialers and it is considered to be the most advanced and efficient mode of auto dialing.

What is predictive dialing?

When a call center runs an outbound campaign using a predictive dialer, it is called predictive dialing. In this mode of auto dialing, the predictive dialer predicts how many agents will get free and how many calls need to be dialed to get the required connected calls to connect to available agents.

There are many advantages of predictive dialing. Thus, many call centers use predictive dialing to run outbound campaigns. Let me share the top 3 benefits of using predictive dialing in call centers.

1. Reach all numbers in the list multiple times

Generally, in a call center, there are hundreds of numbers that need to connect with and give them the required message. This message needs to reach all leads at the time and for that call centers need an intelligent call center software solution with predictive dialing functionality. It makes sure that agents are always on the call and no time gets wasted. This way, they can quickly finish the lead list and even go through it multiple times, if needed.

2. Increase the productivity of agents

This is one of the major advantages of predictive dialing and in many call centers for this reason many call centers use this mode of auto dialing. Unlike other auto dialers, predictive dialer gets designed and developed more intelligently in intelligent call center software. Instead of waiting to let an agent get free to take the call, it predicts in advance when an agent will complete an ongoing call and will be ready to take the next call. Also, it predicts that to get one call connected to a human and transfer it to that agent, how many numbers from the list need to be dialed.

In a nutshell, it is very accurate in predicting and it makes sure that all agents are always busy in the call center. As soon as he finishes an ongoing call, the next call is assigned to him. This way, predictive dialing increases productive hours and reduces the time agents might be wasting while waiting to get the next call.

3. Increase ROI

As mentioned earlier, two benefits of predictive dialing, it maximizes agents’ productivity and each lead can be reached multiple times to entice them. This helps in increasing work and goal conversion. On the other hand, expenses are in control. Thus, predictive dialing helps them increase revenues and reduce expenses, which means increased returns over investment (ROI).

iCallify has many amazing features including a predictive dialer. For more details, visit https://inextrix.com/icallify

#intelligent call center software.

How Intelligent Call Center Software Helps in Boosting Productivity?

The intelligent call center software is a cutting-edge and intelligent solution. It is considered the most advanced solution in the world for all the right reasons. From improving customer satisfaction to increasing agent productivity, this solution is useful in all aspects.

In this article, I will share how an intelligent call center software solution can boost the productivity of agents.

What is agent productivity?

The agent is an executive that works in call centers and similar organizations. Their core job is to handle customer or prospective client calls and increase the goal conversion. Here the goal conversation can be customer query resolution or increasing sales or something similar.

Agent productivity means the quantity of work without hampering the quality of work. In a call center, when agents can handle more conversations or customers in less time without reducing customer satisfaction, then it is called higher productivity.

Why increased agent productivity is necessary?

If agent productivity will be increased, then call centers will be able to handle more calls with less manpower. This will help call centers reduce expenses and increase revenues. This will ultimately result in increased ROI (Returns over Investment).

How intelligent call center software boosts agent productivity?

The intelligent call center software is one of the most advanced tools available in the market. It can be used to handle calls of customers and prospective customers to deliver an excellent customer experience. In addition to that, it has some amazing features, which help call centers to boost the productivity of agents. Let me share some of the major and important features of this solution and how they boost agent productivity.

IVR (Interactive Voice Response) is one of the self-serving features available in call center solutions. The intelligent call center software offers dynamic and multilevel IVR. It resolves the common concerns of customers automatically. This saves time of agents to be used in handling other complicated cases. This boosts productivity.

Sticky agent feature of this software connects a customer to the same agent every time he or she calls for help. This assures that the agent already knows the issue and the preferences of the customer. This will reduce the average call duration as the agent will be able to resolve the concern in minimum time. This will increase productivity.

The intelligent call center software is also an omnichannel call center solution. Some of the communication modes available in this software make sure that agents can handle multiple conversations in parallel. For example, the Twitter module available in the intelligent call center software allows agents to respond to multiple DMs and tweets in parallel. This also boosts the productivity of the agents.

It is one of the rare call center solutions, which offer agent-side reports. The agent side reports let agents review their strengths and weaknesses. This knowledge can help agents sharpen their skills without taking help from supervisors. This will also boost the self-confidence of agents.

iNextrix Technologies offer an intelligent call center solution. To know more about it and to book a risk-free trial, please visit https://inextrix.com/icallify/

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