Workforce Management

Inbound Contact Center Software

NICE inContact’s solutions for inbound call centers help you deliver outstanding customer experiences. You’ll have the tools you need to immediately connect callers with the right agents, scale capacity when inbound call center volumes spike, and boost agents’ productivity while enabling quick first contact resolution.

Build
Build interactive relationships customers love
Service
Service fluctuating call volumes with on-demand scalability
Expand
Expand your workforce to any location
Identify
Identify callers and route them to the right agents
Analyze
Analyze customer interactions and boost call center productivity
Support
Support for multiple inbound contact center channels
Details
Identify callers and route them to the right agents
Our ACD software’s skill-based routing means that callers are quickly matched to the right agents who can best help them. You can direct callers to agents based on agents’ skills and/or experience levels. You’ll get efficient call resolution and happy customers.
Combine with leading CRMs
By integrating our Cloud Contact Centre Platform with a CRM system, inbound call centres get valuable information about callers even before they pick up the phone. We identify callers through a unique identifier, such as their phone number or account number. Using CTI screen pops, that information can be displayed on an agent’s screen to create a personalised call experience.
Tight integration between our IVR and ACD for inbound contact centres
Since we developed both our IVR and ACD, they’re tightly integrated and built into NICE inContact CXone. That means agents won’t need to repeatedly request a customer’s account number or phone number.
Support for multiple inbound call centre channels
Let customers choose how they want to interact with you with our ACD software. inContact supports inbound contact centre inquiries made via voice, email and chat. And it’s easy for agents to manage all those communication channels with our universal queue.
Service fluctuating call volumes with on-demand scalability
Never worry again about seasonal call spikes – our Cloud Contact Centre Platform allows you to easily scale the number of agents required. On-demand scalability means your inbound contact centre's service levels improve, hold times are reduced, and customers are delighted.
Ready to transform the way you achieve
your customer experience goals?
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