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Voice (In & Out) Channels

Voice Channel

The voice channel, a method of communication many customers rely on to resolve issues, pay bills, renew services and more. ‘The Voice Channel’ in the contact center world refers to a contact center’s phone lines; customer interactions over the telephone.
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Two modes of operation for voice elements

Inbound Voice Channel

Where customers call into the call centre, for example for the debt collections function. This is what we usually talk about in the contact center world. Inbound describes when customers call into the contact center, usually to resolve a problem — although it’s sometimes used for sales purposes too.

Outbound Voice Channel

Where the agents call out to customers. This is typical for customer service and sales interactions. Outbound voice channel used to describe scheduled call-backs. It can be used to make calls to customers , either to make a sale or to follow up on bill payments and account issues.

Key Benefits of Muzztech’s Inbound Voice Channel

Increase first-call resolution

Leverage intelligent routing and Interactive Voice Response (IVR) to ensure higher first call resolution rates and improve customer satisfaction.

Minimize wait times

Use capabilities such as Place in Line notifications, Estimated Hold Time, Customer Call Back, SMS options, and other IVR features to manage your inbound call volume.

Improve agent experience

Provide your agents with the information and tools they need to know each customer upon connection and personalize every conversation.

Increase customer interactions & enhance your business with Muzztech Call Now: Toll -free No.1800 120 400 400

Key Benefits of Muzztech’s Outbound Voice Channel

Balance efficiency

Optimize your engagement strategies and manage today’s regulatory requirements with four separate outbound dialing systems—three manual and one automated. Each system has different combinations of risk mitigation and productivity to fit your specific business needs.

Convert more leads

Convert on the initial interest by getting in touch with prospects quickly and efficiently, using multiple channels with personalized messages. And by gaining the insights you need to fine-tune your interactions. 

Simplify compliance management

Leverage comprehensive compliance controls that simplify how you address TCPA, FDCPA, and other regulations. All controls are configured on-demand and can be implemented across your in-house or outsourced operations.

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Our Achievements

We learn every day to optimize our services and provide our customers with nothing but the best products. And here are our achievements we gained during our service to our customers both in India and around the globe.

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0%
CUSTOMER RETAINED
0,00,000
PROCESSED PER DAY
0+ YEARS
OF EXCELLENT SERVICE
0+
MANAGED VOICE CHANNELS
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