Inbound contact center

An inbound contact center handles incoming customer inquiries or problems. Before the advent of the omnichannel contact center, call centers only focused on fielding and resolving customer inquiries over the phone. In the modern age, consumers use a variety of channels throughout their customer experience journeys.

With more touchpoints comes the need for more complex contact center management solutions. Communication platforms (like IntelePeer’s Communication Automation Platform) provide inbound contact centers with a high-level overview of past and current customer journeys. With a massive amount of data, inbound contact centers can also automate common cx journeys and continually monitor the performance of their agents.