Blended Call Center Solutions
The one-stop solution for all inbound and outbound calling needs
A smooth call center blending solution that brings the best of both worlds, without their challenges.
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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.
Blended Contact Center - Smooth functions, Smoother Conversations
On Demand Scaling
Scale your resources quickly and effectively with blended contact centers. Make processes seamless by enabling easy resource interchange between inbound and outbound ops.
True Omnichannel Hub
Enable agents to interact with prospects and existing clients across voice, WhatsApp, SMS, video email and more, seamlessly switching context and not losing customer history.
AI Powered
Gen AI powered virtual assistance and lead management to help agents make more conversations and informed decisions. From handling FAQs to managing appointments, let AI handle it for you.
Blended Dialer Modes
Pick a suitable dialing method for your call center operations for delivering above industry grade customer experiences. Methods like auto, manual, preview, predictive, ratio, and progressive dialing.
WhatsApp Advanced Controls
Send authentic WhatsApp messages, with voice calling available at your disposal for smoother conversations. Switch channels from the same screen from which you make VoIP calls.
Data Privacy & Compliance Management
Take advantage of number masking for securing client data and consent filters to align with regional regulations. Secure call recording with scheduled voice log cleanup and storage over private AWS/SFTP.
What is a blended call center?
A blended call center is a contact center setup where agents can handle both inbound and outbound communications from a single interface. Unlike traditional call centers, blended call center solutions optimize agent productivity. It automatically switches between call types based on real-time demand.
How does a blended call center work?
Blended call center services using automation and smart call routing to blend inbound and outbound call management. When inbound call volumes are high, agents are routed to handle support queries. During low-volume periods, the system redirects them to outbound campaigns like follow-ups, feedback, or sales outreach.
Why choose Acefone’s blended call center solution?
Acefone’s blended call center solution stands out with AI-powered automation, omnichannel capabilities, and full CRM integration. All in a single, cloud-based dashboard. Unlike generic blended call center services, Acefone combines real-time agent assist, WhatsApp-first communication, and advanced analytics to empower both customer support and sales teams.
Benefits Of Blended Call Center Services
Give your operations the upper hand of call center blending calls
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 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 Solution Pricing, from ₹1,599/-
Save up to 30% on all plans and get:
- Unlimited Calling
- One DID Number
- One Year CDR
- & more...
Recommended Solutions for Blended Call Center Solutions
Want to learn more about blended call center solutions?
Chat with an Expert What is a Blended Contact Center?
A blended contact center is a unified operational model where agents handle both inbound and outbound communications from a single system. It blends support‑type interactions (customer service calls, chat, email) with proactive outreach (sales calls, follow‑ups, surveys).
How Does a Blended Contact Center Improve Agent Productivity?
A blended contact center boosts agent productivity in several ways:
- Reduced idle time
- Better resource utilization
- Seamless channel switching
- Smart routing and campaigns
- Improved outcomes
Who Should Use a Blended Contact Center?
A blended contact center model is suitable for businesses that meet any of the following conditions:
- They have both inbound and outbound communication needs (e.g., customer service + proactive sales).
- They want higher agent utilization — for example, support teams that have periods of downtime, or sales teams that also want to handle support.
- They operate across channels (voice + chat + email + SMS) and want a single integrated system rather than siloed tools.
- They need flexibility and scalability (for example mid‑market companies or growing enterprises) and want to streamline operations rather than maintain separate inbound/outbound teams.
What is Acefone’s blended hosted call center pricing?
Acefone offers clear pricing plans for its blended contact center. To dive into the details of its tariffs, hop over to the Pricing page.
What are the key features of a blended contact center?
Typical key features of a blended or hybrid contact center include:
- Automatic Call Distribution (ACD)
- Omnichannel support
- Skill‑based routing
- Real‑time dashboards
- Integration with CRM/helpdesk systems
What is the difference between a call center, a contact center, and a blended contact center?
A call center traditionally handles only voice calls (inbound, outbound) and usually via telephone.
- A contact center expands beyond voice to handle multiple channels (voice, chat, email, social) and often integrates with CRM systems.
- A blended contact center (or “blended call center”) adds the dimensions of both inbound and outbound operations unified in the same platform/agent pool, often across many channels.
What should I consider when choosing a blended contact center solution?
When evaluating a blended contact‑center solution, check the following:
- Inbound and outbound workflow support
- Multichannel management
- Conversation analytics
- Scalability
- CRM integrations
- Pricing
- Customer support
- Compliances
Read More About Blended Call Center Services
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