Blended Contact Center
The one-stop solution for all inbound and outbound calling needs
Bring In The Best Ways For Active Call Blending Through A Single Interface
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Trusted by leading brands
across the globe
5.2K+ Global Customers
More than 5000 businesses trust Acefone's interactions suite for their business communication.
4.7 
Rated by Users
Rated among the top providers by thousands of users across Capterra, G2, Trustpilot & more.
2.5B+ Built for Volume
Our servers run more than 2.5 billion calls annually without sacrificing quality.
50% More Productivity
Drive up agent productivity & efficiency by reducing their idle time between calls.
Stand Out with Acefone’s Blended Contact Center Solutions
On-Demand Scaling
To meet business demands, the ability to scale your resources quickly and effectively is crucial. Blended contact centers make this process seamless by enabling easy resource interchange between inbound and outbound operations.
High Productivity
Blended contact centers tap into high productivity levels by fully utilizing agent availability. Agents can easily switch between inbound and outbound operations based on call volume demands and agent availability, maximizing efficiency.
Benefits of Cloud
Blended contact centers leverage cloud technology, increasing usability and scalability. Cloud-based call blending enhances effectiveness while also providing flexibility to adapt to changing contact center needs.
Remote Agents Management
Cloud-based blended contact centers seamlessly integrate with remote agents. Agents can log into the portal from any location and execute customer support processes, while managers can track and analyze remote agent performance.
Comprehensive Reporting
Blended contact centers provide comprehensive reporting on ongoing calling processes and agent performance. These insights from data analysis help optimize the contact center process for improved results.
Workforce Optimization
Blended contact centers offer intensive reporting that aids in workforce optimizing by deploying agents efficiently. Agent performance analysis allows for strategic planning of customer service processes.
What is a blended contact center?
A blended contact center is an environment where the same technology stacks, and often the same pool of agents, handles both inbound interactions, and outbound activities in one unified console. Instead of running separate “service” and “dialer” systems, it merges features like intelligent ACD, inbound queuing and different dialing methods. Resultantly, customer conversations flow through a single platform with shared reporting, recordings, and CRM sync.
How does a blended contact center work?
A blended contact center setup works by layering an outbound dialer engine on top of the inbound call distribution core. The platform constantly checks agent availability and real-time queue load, pausing or throttling outbound campaigns whenever inbound traffic spikes.
Skill-based routing and parallel ringing direct live customers to the best-fit agent, while dispositions, call notes and recordings from both call types feed the same database and dashboards. Because everything runs in one browser tab, agents switch contexts instantly without re-login, and supervisors get consolidated performance views across all traffic.
Why pick a blended contact center?
Businesses choose blended contact centers because they maximize agent utilization and deliver a consistent CX across every touchpoint. They also slash tech overhead by replacing two siloed systems with a single cloud instance. They offer unified reports, which means faster coaching and forecasting. Features such as snoop/whisper/barge, secure call recording and real-time insights, on the other hand, help maintain quality and compliance without extra add-ons.
Cloud Based Blended Call Center Benefits
Give Your Contact Center The Benefits Of Call Blending
Deploying inbound and outbound calls through a single interface brings a lot of efficiency to the customer service environment, and it is an advanced approach in making customer connections efficiently.
Improved Agent Productivity
Agents can seamlessly switch between inbound and outbound tasks, ensuring maximum utilization and reduced idle time.
Better Resource Allocation
Blended environments allow real-time workload balancing, helping businesses manage peak call volumes without overstaffing.
Enhanced Customer Experience
With quicker response times and consistent agent availability, customers receive timely and efficient service across all touchpoints.
Cost Efficiency
By consolidating inbound and outbound operations, businesses reduce infrastructure and staffing costs while increasing operational efficiency.
Have Questions?
Learn about Acefone's Blended Cloud Contact Center from experts.
Blended Call Center’s Most Trending Features
Automatic Call Distribution (ACD)
ACD ensures optimal utilization of agents' skillsets by allowing customization of call routing strategies based on agent availability.
Call Recording
Call recording provides insights for improving the overall customer support process by allowing review of previous customer calls.
DNC Call Management
Outbound contact centers manage the do not call (DNC) list to avoid wasting time and resources on useless numbers during customer outreach.
Customizable Campaigns
Campaigns can be customized to align with business needs and customer base.
Ring Strategies
Ring groups and customized ringing strategies can be set up based on the number of agents, with the flexibility to make adjustments during ongoing campaigns.
Real-Time Reports
Real-time call-related reports enable evaluation and tracking of call activities, helping measure contact center productivity.
Interactive Voice Response (IVR)
Multi-level IVRs provide a self-help tool to attend to customers immediately with result-oriented options.
Ongoing Call Monitoring
Acefone provides features like call monitoring, whispering, and barging that help contact center managers improve the quality of communication with customers.
Skill-Based Routing
Skill-based routing ensures customers relate to the most skilled agent for their respective issues, enabling immediate solutions.
Agent-Performance Report
Intensive reports provided by the portal allow for the measurement of agent performance, guiding them towards better performance.
Call Conferencing
Call conferencing allows multiple participants on a single call for purposeful discussions, with the option to integrate IVRs to add more callers.
WhatsApp Business Communication
Enable quick interactions through WhatsApp communication for inbound as well as outbound operations.
Blended Call Center Integrations
Customize your contact center service with industry leading helpdesk and CRM integrations.
Explore all integrations
Value Based Blended Call Center Software Pricing, from $10.99/-
Save up to 30% on all plans and get:
- Unlimited Calling
- One DID Number
- One Year CDR
- & more...
Solutions Highly Compatible With Blended Contact Center Solutions
Read More About Cloud Based Blended Contact Center Solutions
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