An Inbound Call Center is a business area accountable for handling inbound calls using multiple communication channels that includes mediums like voice, e-mail, SMS, chat, social media, etc. The platform organization comprises a management team, formed by platform supervisors, administrators and a number of call center agents.  These people can specialized in specific task for specific area.

Inbound Call Center solutions provide integrated management of all call center channels in a single unified queue, in what is known as multi-channel blending. Most of these call center software solutions like products of Voicent can be integrated with other software that would help more on wise routing strategies, customize management scripting for easy work on agents and outbound dialers are also possible.

These inbound podiums pioneered in using call center technology and they make up the core of most customer services platforms. Nowadays, more and more channels are being incorporated.

Voicent solutions

A fully integrated Voicent Call Center CRM can do the following:

• It manages opt-out automatically
• Scheduled call backs are also being accomplished easily meeting the customers need on their desired time.
• Tracking of campaign and call activities are recorded for future references and help agents engage their customers’ knowledgably.
• It will display customers’ information on screen in order for agents assigned to them will have a good view of customer previous encounter.
• Adding, viewing, editing and searching customers are easily done with this fully integrated software.
• Has different IVR applications based on customer category.
• Another food feature is that it can auto-detect callers and direct callers to the appropriate department or agent.

Overall Voicent Call Center CRM software for Inbound Call Center leverages a complete collection of data, automated workflows, scripting, technical flexibility and features designed to help you optimize your customer interactions.  Voicent Call Center CRM software are better equipped to manage customer exchanges, thus not only enhancing the customer experience, as well as increasing return of investment. Voicent software gives you a 360° view of the calls your center handles–giving you the information you need to run a more efficient and effective business!

Advantages with Voicent Call Center Software include the most famous and deciding factor that Voicent software is a onetime purchase and own it forever. You can even try it before you buy it! What more could you ask? Another one is there are no hidden monthly recurring fees.  There is also no contract needed. Buy it anytime and anywhere.  Voicent software are very user friendly and feature rich products.s

Bad email marketing, in reality can damage or destroy two most important things in your business; your customer relationships and your bottom line.  You need to realize that seeing failed customer communications as negative not neutral events.

Below are the things where email marketing may go bad and will surely have a negative impact on your organization:

Negative brand perception will decrease your revenue.

Negative involvements decrease the value of your brand. The quantity of time and money a customer will devote on your brand is linked to the emotional value they ascribe to it.  If they somehow have bad experiences with your brand they tend to change brand. Worst they tell their friends not to buy your products.

Lowered expectations will increase churn

What will lead to some stirrup starts from one irrelevant email that sets a lower expectation for the next email, creating a downward spiral of decreasing engagement from email marketing scheme.

Irrelevant content will lead to decreased in engagement

Wasting your customer’s time with irrelevant content of emails reduces your mind share and will likely takes away from your bottom line.  The worst thing that could happen that all marketers are trying to avoid is that your emails are considered spam.

Failed communication will increase customer acquisition cost & inability to activate signups into repeat buyers

Those pennies spent failing to acquire new customers add up, and if you aren’t learning from your mistakes, you end up throwing good money after bad.

Solution with Voicent

Today, a lot of software are available that helps you produce good emails rather than bad ones for your email marketing propaganda. Voicent’s BroadcastByEmail is a feature rich email marketing software that will not only help you tackle your email marketing, but also guarantees you with good revenue.

You don’t need to accept poor email performance anymore. Today, marketers have access to incredibly powerful tools like the well-known Voicent software that has no monthly fees like those email service companies that have charges. That is right!  All Voicent software are one time purchase and own it forever. Now the power to deliver better customer experiences and transform your performance is within reach.

Moreover it works with email service like gmail.  You can import mailing list and even change the mailing list size.  That’s not all with the full version you can track if your emails are opened or ignored.

Managing a busy call center can often be a demanding task. Nevertheless, without knowing the right call center software features, the thought of running your call center easily can be next to impossible. Set your company skills for success; be aware of the following needed call center software features.

1. ACD (Automatic Call Distributor)

Having ACD feature from your call center software is a must and number one priority.  This will allow you to route the calls to the most appropriate agent or person based on the give information.  Voicent Call Center Manager has an add-on called Call Center Rules Engine which allows you to create and manage your ACD plans.  ACD is the basis for features and processes for stuffs like skill-based routing, call monitoring, etc.

2. IVR

An IVR allows callers to easily choice where they would like to be directed to based on a series of prompts. Voicent call center software (Call Center Manager) works seamlessly with Voicent IVR applications.  With IVR, call centers can create user friendly and clear navigation of menus and options for the customers.

3. Skills-based routing

Another good feature to look for, from call center software is the skills-based routing. This call center software feature routes callers to the most appropriate agent based on the caller’s IVR selections, the phone number the caller dialed and the caller’s interaction history with the company as well as the agent’s skill set, area of expertise and any other construct that is important to the call center such as the languages their agents’ speak, their geographic location, etc.

4. Customized call queues

Queues always happen in any call center. In order for the customer to have a great experience with your company, your call center must be prepared for this and configure queues accordingly. With Voicent call center software you can end caller frustration from waiting in lengthy queues by optimizing your resource usage configuration.

5. CRM and integration

Call center software like Voicent Call Center Manager with a built-in CRM is boundless for providing agents with a summary of the customer.  Voicent call center software can be integrated with CallCentric, SkypeConnect, Vonage, Localphone, RingCentral, Nextiva, ViaTalk, Gradwell, FreshTel, i2Telecom, Rapidvox, Broadvoice, DiamondCard, CallWithUs and others that help your agents get a full view of their customers.  Another important thing is the agent will have access to previous tickets, cases, events and other various stuffs so your agents are well capable and has the entire knowledge of your business.  This would make your call center effective and well-organized.

6. Historical reporting and real-time metrics

Voicent Call Center Manager provides real time racking as well as gathering of call volume, line usage, dropped-call rates, current and historical campaign performance, agent performance, availability and effectiveness.  Armed with this information, your call center  will be capable of helping their call center excel.