Automated
Inbound Call Management

Automatic call routing, CTI screen pops, IVR and more.

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inbound

Inbound Call Center

SafeSoft Solutions provides all the features and functionality you need to manage your inbound call center via the web. Our easy-to-use, same-day installation Inbound Call Center software is completely customizable to your needs, whatever your industry, and you simply pay as you go with no upfront capital expenditure. You will be able to provide more personalized and attentive customer service, improve sales closure rates and track marketing campaign success.

  • Automatic Call Distributor (ACD)Provide a much higher level of customer service by automatically routing callers to the most available, qualified agent, based on predefined rules you set. This way the right agents handle the right calls.
  • Computer Telephony Integration (CTI)Pertinent caller data can be screen-popped to the agent’s desktop directly from the caller’s IVR selections or the caller ID. This enables your call takers to know who the caller is without having to ask.
  • Interactive Voice Response (IVR)Based on key-pad selections on their touch-tone phone, callers are automatically directed to a specific department/person. This saves time by ensuring customers/prospects get to the right person the first time.
  • Supervisor Monitoring and Call Barge-In Supervisors can monitor calls live, coach agents in real time on the call and jump in on a call live if necessary. This helps ensure high levels of customer service on all calls.
  • Automated Performance ReportsCustomer service issues are automatically uncovered through real-time generation of performance reports, which keep management up to date on what is and is not working.
  • On-Screen Sales Script PopulationWhen calls come in, the system can identify which marketing or sales campaign the person is calling for and automatically populate the salesperson’s screen with the appropriate sales script.
  • Custom Inbound Phone NumbersQuickly and easily procure unique custom inbound numbers for each campaign to track associated call volume, measure campaign success and route calls to the most appropriate person.
  • Built-In CRMCustomer information is gathered during the course of each interaction and then stored and leveraged to provide vital intelligence that can be used to enhance future sales, marketing, and service efforts.
  • Real Time DashboardUp to the minute monitoring, feedback and reporting data is available to managers and supervisors so they are always aware of what is happening in the call center.
  • Call RecordingFully integrated call recording and monitoring empowers supervisors, managers, team leaders and trainers to accurately assess agent performance and identify any performance gaps or skill deficiencies.
  • Call Back RemindersThe system helps agents remember to make specific follow-up calls by automatically alerting them at pre-scheduled times to make certain customer/prospect callbacks.
  • Cloud APIs Cloud-based application programming interfaces enable SafeSoft’s native CRM to interact with your own or a third party CRM to pull relevant data when necessary.
  • Call Conferencing Agents can add another call/caller into the current call, enabling multiple individuals to speak live together.
  • Call Monitoring Supervisors can listen in on calls in progress and offer real-time assistance to agents who are struggling with difficult situations. If needed, the supervisor can even enter the call live.
  • Customized Drip Emails An email is sent when a specific disposition is used by the agents. This can be a customized email which can be sent to the admin or the person being called by the dialer.
  • Custom ReportingYou can analyze and monitor vital call center metrics such as agent activities, campaign results, lead status and other customized performance indicators to see what is and isn’t working well.
  • Speed Dial Frequently used transfer numbers can be hard coded into the campaign, allowing agents to choose these numbers from a drop down box or quick links.
  • Custom Call Distribution You have full control of how you set up agent call routing or the automatic call distributor (ACD) itself. For example, calls can be sent to the agent waiting the longest, or the dialer will hang up after a set amount of time.
  • Lead Drips Leads can be automatically moved from one pre-defined segmented lead list to another based on several types of triggers, such as status, location and time. This helps with prospect targeting.
  • Branch Scripting Specific scripts for agents will be automatically displayed on their screen based on a particular condition or answer to a question.
  • Embedded Web FormYou can integrate the SafeSoft Cloud Contact Center software with any of your own or third party web pages or web forms.
  • Campaign Hot Keys Agents can use shortcut keys (set up by you) to quickly disposition the lead after a call.