Assist More Customers With Inbound Call Center Software

Answer around 40% more incoming calls and improve CSAT with impeccable call quality, toll-free numbers, coverage in 160+ countries, advanced analytics, and more.

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Personalize Your Support

You can’t personalize your service if you don’t understand who your callers are. CloudTalk tells you who’s on the other end of the line even before an agent accepts the call. See all contact history with previous customer interactions displayed in a single dashboard. Solve problems more quickly and show clients that you care.

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Analyze Your Performance

Our advanced analytics allow you to view all your in-depth data on your customer support team’s performance in a single dashboard. Whether you need to adjust your KPIs, get insights on agents’ performance and training, or see the reasons behind missed calls, CloudTalk analytics always points you in the right direction.

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Know Exactly What to Teach

Listen to your calls and gain a deeper understanding of the biggest strengths and weaknesses of your team. Turn these into educational materials, training, or an onboarding curriculum. Showcase your top agents by sharing their best practices with the rest of the team and letting less experienced agents learn from them.

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Don’t Hide Behind Paywalls

Boost your engagement with Green (0800) or blue (0850) toll-free numbers, and let your customers call you for free or at very low rates. This may increase incoming calls by as much as 40%, as well as improve your CSAT score. It also presents you as a fair business that doesn’t charge customers unnecessarily.

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Integrate With 35+ Tools

Make your work easier and more efficient. CloudTalk integrates with over 35 CRM and helpdesk tools, in addition to other software. Examples include Zendesk, LiveAgent, and Intercom. Thanks to our integrations, you’ll never have to switch between platforms. All the information you need is conveniently displayed in a single, unified platform.

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Features For Remote Call Centers

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While CloudTalk offers more than 100 call center features, here’s a selection of the most popular ones within our customers having virtual call center.

Power Dialer

Look like a local from virtually anywhere in the world, build trust, and expand your business. Choose from 160+ international phone numbers from CloudTalk.

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Skills-based Routing

Become an ultimate matchmaker. Route callers to the agents best-suited to help them, resolve issues faster, improve first-call resolution, and boost customer satisfaction.

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IVR

Streamline and personalize your customers’ support journey with Interactive Voice Response (IVR). Ensure your clients can always reach the team or agent they need.

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Business Hours

Never miss a single interaction. Choose from multiple scheduling options and define what will happen when a client calls your customer support outside of business hours.

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Callback

Reduce your abandoned calls rate with callback, a must-have call center feature. If there are unanswered calls, CloudTalk will automatically call customers back.

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Warm Transfer

Warm Transfer allows you to easily route a caller over to other agents after you’ve had a chance to speak with them first and determine what exactly they need. Offer the best service.

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Blacklist

Unwanted phone calls can take up your bandwidth, waste your time, and cost you money. Get rid of them once and for all with CloudTalk’s Phone Number Blacklist.

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Call Tagging

Easily sort and categorize both inbound and outbound calls based on a set of predefined criteria. You can assign a custom tag to all calls as part of your After Call Work.

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#1 Rated inbound call center software

Based on 400+ CloudTalk reviews on 6 independent software marketplaces & platforms

4.4/5 – 258 reviews

4.3/5 – 663 reviews

4.4/5 – 305 reviews

4.5/5 – 258 reviews

OUR CUSTOMERS

Over 2,500 businesses
are powered by CloudTalk

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Due to the Covid-19 outbreak, we had to set up and deploy a completely new team entirely remotely. CloudTalk proved to be an excellent tool, as it enabled us to run the call center remotely while maintaining order thanks to a solid overview of each agent’s results and performance.

The team’s efficiency and costs have improved drastically. Power Dialer allows agents to increase the number of calls they cover. We found the call scripts especially useful because they enable us to lead calls in a more systematic way.

Since our agents began using aftercall work and all information is now logged into the helpdesk, the overall orientation has been a breeze. Agents can always access the call recordings for a full conversation overview in case there aren’t enough written notes available.

We appreciate CloudTalk flexibility and scalability. Our customer support operates for 7 days, so we set different business hours for each phone number along with custom rules to redirect customers to a different number or play any message to them when someone is not available on the first choice.

CloudTalk helped us with a massive reduction in the missed calls and an efficient allocation of the customers to a specific agent. Integration with LiveAgent, allows us to automate unnecessary tasks and streamline the workflows, resulting in a customer support system that can focus on customer happiness.

The number of sales calls per day has radically increased, many unnecessary processes were automized with Pipedrive integration. The waiting time of the callers has decreased thanks to several useful features like Call Flow Designer or IVR. The customer’s mood radically improved.

The onboarding of new representatives was a breeze with CloudTalk. Newbies can learn from recordings from their more senior colleagues. Additionally, the Call Monitoring feature allows managers to jump into calls in real-time and, when needed, to “whisper” helpful tips or answers.

FAQ

What is inbound call center software?

It’s a type of software designed to manage incoming calls to a call center. The goal is to better assist customers, make your workflow more efficient, and provide clients with relevant information. It typically includes features such as call routing, IVR (Interactive Voice Response), call queuing, and real-time reporting.

What solutions are used in call centers?

Call centers use a variety of solutions to manage their operations, including call center software, CRM software, workforce management software, and more. These solutions are designed to help call centers manage incoming calls, track agent performance, and improve customer satisfaction.

What CRM tools are used in call centers?

Businesses use CRM (Customer Relationship Management) tools to manage client interactions, track customer data, and provide agents with the information they need to provide personalized service. Some popular CRM tools used in call centers include Zendesk, LiveAgent, and Intercom.

What are 5 examples of inbound calls?

Inbound calls are calls that come from clients seeking assistance or information. Depending on the industry, examples of such calls include customer inquiries, complaints, updates on shipping status, technical support requests, product or service questions, and more. Find more information about inbound calls and how to handle them here.

What phone numbers can I get for an inbound call center?

Many inbound call center software, including CloudTalk, offer toll-free numbers. These allow customers to call you for free or at very low rates. You can choose from Green (0800) or Blue numbers (0850). Furthermore, there are international numbers that let you maintain a local presence anywhere in the world. CloudTalk offers over 160 of them.

What are the 5 steps to improve my inbound call center?

Attend to more customers by using inbound call center software with the right toolset.
Collect data with advanced analytics and know your performance
Laverage omnichannel support (phone, chat, SMS, social media, and more)
Collect real-time learnings from agents’ calls and educate them accordingly
Personalize your support by learning as much about your customers as possible

What are the four most common KPIs measured in an inbound call center?

Inbound call center KPIs can be broken down into 4 categories: customer satisfaction, business value, operational efficiency, and people management. Examples include CSAT (Customer Satisfaction Rate), Customer Churn Rate, and FCR (First Call Resolution).