Cut Wait Times to Prevent Churn

Q: What is inbound call center software and how does it work?

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

Q: Which inbound contact center software should you choose?

Choosing the right inbound call center solution is crucial for enhancing customer satisfaction and operational efficiency. Consider factors like integration capabilities, scalability, and ease of use. CloudTalk stands out for its robust features, superior customer support, and proven success stories, which makes it the preferred choice for businesses aiming for growth and excellence.

Q: What is an inbound call and how can you handle them with CloudTalk?

Inbound calls are phone calls initiated by customers seeking support or information. CloudTalk optimizes the handling of these calls with features like intelligent call routing, personalized greetings, and real-time customer information access. This ensures a seamless and effective communication experience, directly contributing to higher customer satisfaction and retention rates.

Q: What is the primary benefit of using CloudTalk for Customer Success?

CloudTalk offers unparalleled benefits for Customer Success teams, primarily through its advanced call routing and management features. These capabilities ensure that customer inquiries are addressed promptly and efficiently, leading to improved customer satisfaction and loyalty.

Q: 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 .

Q: What is an inbound call and 5 examples?

Five common types of inbound calls include customer service inquiries, complaint resolutions, shipping status updates, technical support needs, and product or service queries. These calls come from clients looking for help or information, spanning various industries and needs. Learn more about managing inbound calls effectively here .

Q: What phone numbers can I get for an inbound call center at CloudTalk?

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.

Q: 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).

Eliminate churn with an AI calling software. Get insights you need to boost productivity, cut response times, and send customers down the right path – no more endless queuing.

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Personalize Support to Boost CX

Personalize customer experience by routing them to an agent most suitable for their issue.

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Solve Tickets Faster With Data

Fully understand customer behavior and preferences to optimize your support strategy.

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Assist Quicker With Self-service

Let customers solve basic inquiries via self-service and save time for both them and agents.

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Personalize Routing to Prevent Churn

Getting transferred over and over again and repeating the same information is the most common cause of customer dissatisfaction. Easily route calls based on personalized criteria like agents’ knowledge or language skills and ensure each customer is matched with the right support staff. Prevent churn, speed up your processes, and offer professional service.

The benefit we value the most is the call routing. With the IVR, we route customers to agents who speak their language. We can also distribute calls based on the customer’s stage in the booking process, giving higher priority to those clients who are picking up their cars.

Issam Daoudi, Supervisor at DiscoverCars

Discover skill-based routing

Deploy a Data-based Support Strategy

Change your reactive approach to customer support to a productive one with in-depth data insights. Understand customer behavior, foster better communication, and eliminate complaints. Centralized analytics dashboard also lets you address discrepancies in your workflow, reduce missed calls, and stay ahead of the competitive market.

Now we have charts and can change the way we see things. We can monitor and compare stats whenever we choose and this has helped us a lot. We can find discrepancies between our agents. If someone takes 1 call while their colleague takes 20 calls, we need to solve that and change the way we work.

Nelly Donnelly, Service Delivery Manager at Nokia

Start building strategy

Comply with Assistance Preferences

Improve your service for customers who like to solve their issues independently. Cut out the middleman and let them handle basic questions through easily deployable automated answers. Free up your line for customers who prefer human touch, improve CX by routing based on skills, answer more calls, and give agents space to provide in-depth assistance.

CloudTalk’s advanced features, like IVR and call recording, have helped provide a more personalized and efficient customer experience. This has led to higher customer satisfaction and positive reviews, ultimately driving customer retention and loyalty.

Gabriel R., a Small-Business customer

Deploy self-service

Plans worth every dollar

Monthly Annually

Bosnia and Herzegovina

Central African Republic

Democratic Republic of the Congo

Republic of the Congo

East Timor (Timor-Leste)

Saint Kitts and Nevis

Saint Lucia

Saint Vincent and the Grenadines

Samoa

San Marino

Sao Tome and Principe

Vatican City (Holy See)

Starter

$25

$34

/ month

Per user/month. Billed annually.

Per user/month. Billed monthly.

What’s included?

Unlimited inbound & intracompany calls

Free inbound calling is unavailable for toll-free numbers & some high-cost countries.
International numbers (160+ countries)
Softphone for desktop, iOS, Android
Call recording
Click to call, Automated call distribution & Unlimited call queuing
Email & Chat support

Unlimited domestic calling within US & Canada

Domestic minutes apply to calls within the US and Canada. Contact us to apply.
Unlimited inbound & intracompany calls

Free inbound calling is unavailable for toll-free numbers & some high-cost countries.
International numbers (160+ countries)
Softphone for desktop, iOS, Android
Call recording
Click to call, Automated call distribution & Unlimited call queuing
Email & Chat support

500 outbound minutes per user/month domestic

Domestic minutes apply to calls within Austria, Czech Republic, France, Germany, Hungary, Italy, Netherlands, Slovakia, Spain, or the United Kingdom. Contact us to apply.
Unlimited inbound & intracompany calls

Free inbound calling is unavailable for toll-free numbers & some high-cost countries.
International numbers (160+ countries)
Softphone for desktop, iOS, Android
Call recording
Click to call, Automated call distribution & Unlimited call queuing
Email & Chat support

Contact Sales

Essential

$30

$39

/ month

Per user/month. Billed annually.

Per user/month. Billed monthly.

What’s included?

All Starter features, plus…
24/7 live human support
Advanced real-time analytics with unlimited history
Integrations to other systems & API
IVR, Skill-based routing, AI Smart queueing
Global SMS / MMS messages
Unlimited concurrent calls
Workflow Automation

All Starter features, plus…
Unlimited domestic calling within US & Canada

Domestic minutes apply to calls within the US and Canada. Contact us to apply.
24/7 live human support
Advanced real-time analytics with unlimited history
Integrations to other systems & API
IVR, Skill-based routing, AI Smart queueing
Global SMS / MMS messages
Unlimited concurrent calls
Workflow Automation

All Starter features, plus…
1,000 outbound minutes per user/month domestic

Domestic minutes apply to calls within Austria, Czech Republic, France, Germany, Hungary, Italy, Netherlands, Slovakia, Spain, or the United Kingdom. Contact us to apply.
24/7 live human support
Advanced real-time analytics with unlimited history
Integrations to other systems & API
IVR, Skill-based routing, AI Smart queueing
Global SMS / MMS messages
Unlimited concurrent calls
Workflow Automation

Contact Sales

Popular

Expert

$50

$69

/ month

Per user/month. Billed annually.

Per user/month. Billed monthly.

What’s included?

All Essential features, plus…
24/7 live agent support (incl. phone)
Salesforce integrations
Advanced support features

Including Smart detection of resolved missed calls, Callback, VIP Queues and many others
Advanced sales features (Power dialer, Smart dialer)
Live call monitoring & wallboards
Mandatory call tagging
WhatsApp
Single Sign-On (SSO)

All Essential features, plus…
Unlimited domestic calling within US & Canada

Domestic minutes apply to calls within the US and Canada. Contact us to apply.
24/7 live agent support (incl. phone)
Salesforce integrations
Advanced support features

Including Smart detection of resolved missed calls, Callback, VIP Queues and many others
Advanced sales features (Power dialer, Smart dialer)
Live call monitoring & wallboards
Mandatory call tagging
WhatsApp
Single Sign-On (SSO)

All Essential features, plus…
Unlimited outbound calls domestic (landline and mobile)

Domestic minutes apply to calls within Austria, Czech Republic, France, Germany, Hungary, Italy, Netherlands, Slovakia, Spain, or the United Kingdom. Contact us to apply.
24/7 live agent support (incl. phone)
Salesforce integrations
Advanced support features

Including Smart detection of resolved missed calls, Callback, VIP Queues and many others
Advanced sales features (Power dialer, Smart dialer)
Live call monitoring & wallboards
Mandatory call tagging
WhatsApp
Single Sign-On (SSO)

Contact Sales

Custom

Contact us
for tailor-made offer

What’s included?

All Expert features, plus…
Unlimited worldwide call packages
Custom onboarding & Priority support
Custom reporting
Enterprise-level security
Developer support
SLA

All Expert features, plus…
Unlimited worldwide call packages
Custom onboarding & Priority support
Custom reporting
Enterprise-level security
Developer support
SLA

All Expert features, plus…
Unlimited worldwide call packages
Custom onboarding & Priority support
Custom reporting
Enterprise-level security
Developer support
SLA

Request a quote

AI Conversation
Intelligence

$19

/ month

Early bird price per agent/month.

What’s included?

Topic Extraction
Call Transcription
Automatic Summaries & Tags
Talk/Listen Ratio
Sentiment Analysis
Trending Topics
Transcript Keyword Search Coming Soon
CRM Integration
Keyword Monitoring Coming Soon
Call Scoring Coming Soon

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What Else Do We Offer You?

Try CloudTalk now

Get Top-level 24/7 Support

Get your issue addressed within seconds. Our support is active 24 hours a day, 7 days a week, with <1 minute response rate.

Start Calling in Minutes

Easily set up, use, and administer your inbound call center solution. Get it up and running in no time – no hardware or IT support needed.

Extend Support Hours

Attend to each customer. Route them to specific voicemail, add personalized messages, and respond directly in-app, via email, or Slack.

"With CloudTalk's Analytics I now get to see every step of the way. We can find discrepancies between our agents and gain a much better understanding of our teams' setup."

Nelly Donnelly Service Delivery Manager

See customer story

"CloudTalk improved our team's cost and efficiency. The script feature allows us to lead the calls in a much more systematic way, as well as all the action buttons to trigger actions directly into our backend."

Yohann Bensadoun Global Supply Growth

See customer story

"Our call volume tripled in only 2 years, from around 10,000 calls to 30,000 per quarter and with CloudTalk, we can now handle all of this communication easily. It was an excellent choice."

Frederico Lopes Head of Customer Service

See customer story

"We have seen a significant increase in our outbound call volume since we started using CloudTalk and we can now reach out to more prospects and customers than ever before."

Elay Sasson Call Center Manager

See customer story

FAQs

What is inbound call center software and how does it work?

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

Which inbound contact center software should you choose?

Choosing the right inbound call center solution is crucial for enhancing customer satisfaction and operational efficiency. Consider factors like integration capabilities, scalability, and ease of use. CloudTalk stands out for its robust features, superior customer support, and proven success stories, which makes it the preferred choice for businesses aiming for growth and excellence.

What is an inbound call and how can you handle them with CloudTalk?

Inbound calls are phone calls initiated by customers seeking support or information. CloudTalk optimizes the handling of these calls with features like intelligent call routing, personalized greetings, and real-time customer information access. This ensures a seamless and effective communication experience, directly contributing to higher customer satisfaction and retention rates.

What is the primary benefit of using CloudTalk for Customer Success?

CloudTalk offers unparalleled benefits for Customer Success teams, primarily through its advanced call routing and management features. These capabilities ensure that customer inquiries are addressed promptly and efficiently, leading to improved customer satisfaction and loyalty.

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 is an inbound call and 5 examples?

Five common types of inbound calls include customer service inquiries, complaint resolutions, shipping status updates, technical support needs, and product or service queries. These calls come from clients looking for help or information, spanning various industries and needs. Learn more about managing inbound calls effectively here.

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

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 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).