Inbound Call Center Software for Contact Center Take your customer service to the next level
As an inbound call center software, our easy-to-use call center platform has advanced features designed to enhance your customer service levels.
Ensure your customers receive a 5-star experience
Answer every call, no matter where you are.
Efficiently operate your customer support with a platform that can be used anywhere, whether your agents are in the office or at home. Thanks to the smart call routing options, there’ll always be someone to answer the call.
- All you need is an internet connection
- Call routing options: Simultaneous, cascade & customise
- Missed call notifications
Handle requests efficiently
Put an end to customers waiting on hold for what seems like an eternity to them. With Ringover’s simple to use interface, you can handle more daily requests and redirect callers to the right people in no time.
- Advanced switchboard (IVR)
- Smart call routing
- Simplified call transfer
- Call notes and tags
Tailor your conversations to the caller
With automatic screen pop, your agents will have all the crucial information they need to better respond to a customer’s requests. After your call, all the data is automatically updated in your CRM or helpdesk tools.
- Integrate with your CRM or helpdesk tools
- Screen pop
- Conversation history
For your customer service
International numbers
In more than 65 countries
Free phone numbers
There are no limits!
Time-based routing
Calls distributed in line with opening/working hours
IVR
For your selection, press 1, press 2…
Smart routing
Call distribution based on your data
Call queues
Give priority, and line jumps to your VIP customers
History-based routing
Direct the customer to their usual point of contact
CRM integration
Connections with the leading tools on the market
For managers
Valuable insights to inform your decision making
You can check your teams’ availability in real-time and quickly identify any spikes in activity to schedule resources accordingly. Use the advanced statistics to optimise your service quality.
- Real-time statistics
- Call queue list
- Advanced KPI: Heatmap, view by agent, etc.
Coaching your teams, even when they’re not in the office
Train your teams to perfect their pitches and have recruits performing like seasoned team members in no time.
- Two-way listening
- Discreet intervention
- Call recording
Awesome features for supervising and coaching
Screen pop
Make sure you have customer information and call history in front of you
Two-way listening
Listen in to your agents’ calls in real-time
Whisper
Subtly support an agent during a call
Call recording
Keep a trace of each conversation
Real-time monitoring
See which agents are online and available
Advanced statistics
Monitor performances across the board
Call notes & tags
Quickly pull up essential information
Collaborative SMS messages
Often more practical and less intrusive for the customer
Make calls from your CRM
Why not speed up your day by making calls in one click directly from your CRM or helpdesk tool? When you connect your CRM you will also have access to screen pop during incoming calls, automatic call logging and much more...
Discover more
Elise Landais
Customer Services Manager
“The call routing feature, which directs calls based on time ranges, is handy. It means I can set up an “on-call” point of contact for phone calls and direct calls to a mobile number to ensure service continuity.”
Francois Bureau
Director of Customer Success
“Each call generates a ticket in Zendesk, which allows us to collect data, and understand their reason for the call and the channel used to contact us. This way, we’re able to easily quantify our calls over any given period.”
Clive Buckley
Founder
“Ringover’s ability to assign local numbers to local offices has allowed us to create a more global feel.”
Sign up and start making calls within minutes
- No need to change numbers
- No additional equipment required
- Instant line activation
- One-click CRM integration
- Support provided by a Ringover adviser
Inbound Call Centre FAQs
- What softwares are used in call centres?
- What is the inbound process in a call centre?
- What are CRM tools in a call centre?
- How do you manage inbound call centres?
What softwares are used in call centres?
Call centres use software solutions that help them set up and support every aspect of their customer support functions and handle inbound calls, outbound calls, or both.
A good call/contact centre software should have features such as IVR, call routing, CRM integration, omnichannel support, VoIP calling, call recording, analysis, monitoring tools, intuitive dashboards, and cloud-based deployment.
Listed below are 15 of the most popular outbound and inbound call centre software solutions for businesses:
- Ringover
- Nextiva
- CallHippo
- CloudTalk
- Dialpad
- Vonage
- 8x8
- HubSpot
- RingCentral
- Zendesk
- Five9
- Freshdesk
- LiveAgent
- Twilio Flex
- GoTo
Improve your customer support function with the inbound call centre software from Ringover. Your agents can access this easy-to-use and customer-centric call centre platform from anywhere. Moreover, it easily integrates with your CRM and has all the features you need to offer your customers a top-notch experience.
What is the inbound process in a call centre?
In a call centre, the inbound process refers to a set of customer support activities where agents respond to incoming calls/requests from existing or potential customers and resolve them. It involves the following:
- Companies have phone numbers/channels that their customers can use to contact agents.
- Agents work either from in-house facilities or remote locations using call centre software.
- Incoming calls are distributed among agents using inbound call centre software and tools.
- The software screens and analyzes customer requests and transfers the call/request to the right agent.
- The agent talks to the customer and tries to resolve the issue.
- If agents cannot resolve the issue in the first interaction, they raise a ticket and follow up with customers via phone, email, or other channels.
- Once the issue is solved, agents close the ticket, which marks the end of the inbound process. .
What are CRM tools in a call centre?
In the context of call centres, a CRM tool is a suite of technology solutions that allow agents to access all relevant information while responding to customer requests through phone or other communication channels.
A CRM tool integrates a large amount of information in one place. It gives agents up-to-date data on caller accounts, history, and all other relevant details. Using the information, agents can personalise the customer experience and gain insights into the customer journey.
It also helps agents save the time they otherwise spend on collecting information. Further, CRM tools allow collaboration and data sharing among agents and act as a centralised database, thus improving their overall productivity.
HubSpot, Zoho, Pipedrive, Freshsales, and Salesforce are examples of call centre CRMs. They all integrate with VoIP phone systems and outbound and inbound call centre software to create an exceptional customer experience.
How do you manage inbound call centres?
You can manage inbound call centres with the right technology, software, and practices. It includes the following:
- Step 1: Choose the right inbound call centre software based on the size and scale of your operations.
- Step 2: While choosing the software, look for features like call routing, intuitive dashboards, call notes, tags, call transfer, recording, and IVR.
- Step 3: Make sure that you have adequate agents to handle inbound calls/requests.
- Step 4: Equip your agents with the tools and data they need by integrating the software with your CRM.
- Step 5: Choose and track the right metrics, such as average handle time, abandon rates, first-call resolution rates, etc., to measure your inbound call centre performance.