Inbound Call Centre Software
With MaxContact’s simplified call routing application you’ll be able to design call flows that suit the needs of your business and customers
What is Call Centre Software?
Inbound call centre software is a tool that helps businesses manage incoming customer calls. It routes calls to the appropriate agents or departments based on pre-defined criteria, such as the caller’s needs or location.
Call centre software solutions are designed to efficiently handle large volumes of inbound calls, enhance customer service experiences, and improve operational efficiency.
They offer a range of powerful features to support your agents, from call recording and monitoring to interactive voice response (IVR) automation and speech analytics.
MaxContact’s inbound call centre software enables you to take control of your customer service with an intuitive graphical IVR designer. You’ll be able to streamline call flows, set numerous parameters and better engage customers who are reaching out to your contact centre.
Features of MaxContact's Call Centre Software
Omni Channel
Our call centre software solution integrates a full range of channels, including web chat, email, conversational SMS, WhatsApp and social media, letting your customers communicate on their channel of choice.
Advanced Analytics & Reporting
Gain insights into call centre performance with historical analytics. Customisable reports help managers track KPIs, monitor agent performance, and identify trends for better decision-making.
Call Recording & Monitoring
Record calls for quality assurance, training purposes, and compliance. Real-time call monitoring allows supervisors to intervene when necessary, ensuring high-quality customer interactions.
CRM Integration
Seamlessly integrate with CRM systems to access customer data in real-time. This allows agents to personalise customer interactions, resolve issues faster, and improve overall service.
How Does the MaxContact Call Centre Software Work?
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Easy sign-in
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The agent logs in to a single platform and is given full visibility of their queues and SLAs.
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Priority workflows
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Interactions are prioritised and agents communicate with the required customers.
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Keep track of customer experience
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Staff can work on the channels that suit their skills and workload capacity can be altered by management to ensure staff are not overwhelmed.
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Business clarity
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Team leaders and management get full visibility of the operations and are equipped to make changes on the fly to ensure the best business outcomes.
The Benefits of Call Centre Software
Clear Visibility
Call centre software amasses a significant amount of data, which can provide key insights into your business. MaxContact makes it easy for you to view and digest this data. Real-time analytics provide valuable insights into call volume, agent productivity, and customer interactions, promoting data-driven decision-making and continuous refinement of service delivery.
Scalable
Our cloud-based contact centre solution is hosted in Microsoft Azure, which provides stringent data sovereignty and scalability. You can be confident that, as large as your business grows, you’ll have the software to support you.
One System
Forget about having multiple operating systems and partners – MaxContact enables you to handle all communications in one easy-to-use platform. Our software incorporates powerful IVR systems, allowing callers to self-serve and obtain information or complete tasks without the need for agent assistance.
Deliver Better Customer Experience
Empower your customers to contact you in the method they prefer, at the time that suits them best. If they switch channels, the information is on hand and the customer does not need to repeat themselves. IVR functionality enhances efficiency by reducing agent workload and allowing customers to resolve their queries quickly and conveniently.
Our Call Centre Software Solutions
FAQs
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We support outbound voice, inbound voice, web chat, Email, SMS, WhatsApp and Facebook Messenger.
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Yes, inbound call centre software is cloud-based, which means agents can access it from anywhere, whether they're in the office, working remotely, or on the go. This flexibility ensures consistent service quality across all team locations.
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Most inbound call centre software comes with real-time analytics and reporting tools that track key performance metrics like call volume, agent performance, wait times, and customer satisfaction. These insights help managers optimise operations and identify areas for improvement.
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Inbound call centre software offers support through features like call recording, call monitoring, and quality assurance tools. These features allow managers to monitor interactions, and provide training and feedback to agents.
These systems typically provide:
- Call routing: IVR systems can route incoming calls to the appropriate department or agent based on caller input or predefined rules.
- Menu prompts: IVR systems guide callers through a series of menu options using pre-recorded voice prompts, allowing them to select the desired service or department.
- Integration with databases: IVR software can integrate with databases or CRM systems to receive customer information and provide personalised service based on caller data.
- Multilingual support: IVR systems often support multiple languages, allowing businesses to serve different customer bases effectively.
- Call queuing: IVR software can manage call queues during high call volumes, providing callers with estimated wait times or offering callbacks when agents become available.
MaxContact offers a drag-and-drop IVR designer that simplifies your call flows. The feature-rich designer allows you to quickly design, test and deploy inbound call strategies that will improve the customer journey.
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Setting up inbound call centre software is typically quick and straightforward, especially with cloud-based solutions. Most platforms offer user-friendly interfaces and step-by-step setup guides, with customer support available to assist during the implementation process.
Common challenges include:
- Initial Setup and Integration. Implementing inbound call centre software may require significant upfront investment of time and resources to get them up and running.
- Learning Curve. Adopting new software often entails a learning curve for agents and staff members who need to familiarise themselves with the system.
- Customisation and Scalability. Some inbound call centre software solutions may have limitations in terms of customisation and scalability, especially if your business has unique requirements.
- Maintenance and Support. Like any software solution, inbound call centre software requires ongoing maintenance, updates, and technical support.
- Customer Experience. While inbound call centre software can enhance efficiency and simplify operations, there is a risk of detracting from the overall customer experience if not implemented correctly.
At MaxContact, we can help you face these challenges by offering the support you need when using an inbound call centre, including CRM integration, user-friendly tools and ongoing support. This way, the risk of detracting from customer experience is kept to a minimum.
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Call centre software is a powerful tool for any business that handles a large volume of inbound or outbound calls. This includes not-for-profit organisations, financial institutions, debt collection agencies and retail businesses.
For the best results, however, it’s imperative that you work with a call centre software provider that understands the specific demands of your industry. Here at MaxContact, our software isn’t just fully customisable to fit your needs – we also offer tailored solutions for industries that require specialist solutions.
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Yes, training is important if you want to get the most out of your call centre software. This is especially true if you choose software with advanced capabilities such as predictive diallers and IVR automation.
However, this can be simplified by choosing user-friendly and customisable call centre software. MaxContact offers a single sign-on and intuitive dashboards to help your agents navigate the system with ease, while our workforce management tools ensure you have the correct number of users with relevant skill sets.
Contact us today!
Address
15/8 Fairfax Street, Sippy Downs,
Queensland, 4556.
Aus
1300 570 703
NZ
0800 197 020
Email
info@maxcontactaustralia.com.au