Inbound call center software

Provide a better omnichannel experience for customers

Inbound call center solutions like Dialpad Ai Contact Center free up your agents to manage the inbound customer communications that actually need a live agent’s help.

If your business needs to handle multiple digital channels, scale up your workforce globally, and effectively coach agents in real time, keep reading to learn how you can do all of that with Dialpad.

Inbound call center solution with all the features you need

Inbound contact center services: Why use them?

We’ve gone through the different ways in which your business can use an inbound contact center, from facilitating technical support to helping with marketing campaigns. We’ve also explored the features and functions of inbound call center solutions. Now, let’s look at a few questions to ask if you’re considering implementing an inbound contact center.

If you answer yes to any of these questions, then you may want to look into a contact center.

Are you getting more inquiries and phone calls than your current in-house team can handle?

Having one or two customer support employees might work for smaller businesses, but once your brand grows past a certain point, you’ll get more and more inquiries every day from both customers and people who are interested in your products or services.

Once you’ve reached this point, you should start looking at using contact center software to handle all these customer interactions and call volumes. For example, Dialpad’s contact center platform not only has basics like an easily customizable IVR system, but also analytics like heat maps that show you things like call volumes (which we mentioned earlier) and average speed of answer.

Are you running any marketing campaigns that ask prospects to reach out to you?

We already mentioned infomercials and TV ads as a common way to use an inbound contact center to make money, but depending on how your business is set up and what your online experience is like, you can also run upselling or cross-selling campaigns.

Some businesses, like e-commerce and software companies, can have a fully online purchase experience—and their customers prefer doing it all online.

But what if your customer base is older, or prefers to make bookings or purchases over the phone? (Some people may still prefer to book trips over the phone!) You need an inbound contact center to handle those inbound sales. If you have outbound sales agents who have to do follow-ups or supplement your inbound marketing activities, you may want to look into blended contact center software.

Do you have the budget?

Ah, one of the most important questions. Booting up a contact center is not an easy—or always cheap—endeavor, so make sure you actually have the budget to make it happen.

Another factor to consider is how big your team is. If you only have one or two agents and they can handle all your inbound communications comfortably, then you may not need a contact center yet. But once you have about five agents or are scaling quickly to keep up with inquiries and questions, then it’s time to start looking.

Provide exceptional customer experience with the right inbound call center software provider

Whether you have a small or large support team that handles a high volume of incoming calls, Dialpad Ai Contact Center is designed to make those workflows as easy as possible.

Set up from anywhere in minutes, add and remove agents with just a few clicks, and get the latest AI-powered functionality, like real-time transcription, Ai Agent Assists, and more.