Blended Call Center Solutions

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What are blended call center solutions

What are blended call center solutions?

Typically a contact center is either designed to handle inbound calls ro outbound calls. Their agents receive training that is aimed at maximizing calling efficiency with those two objectives in mind. This can create a problem for companies, as there WILL be scenarios where inbound contact centers need to handle outgoing calls and vice versa.

What is a blended agent 1

What is a blended agent?

Blended agents are contact center agents who work with several channels. Originally this implied that blended agents dealt with both outbound and inbound calls, but nowadays blended agents are expected to handle customer interactions on SMS, emails, social media and more. In a typical scenario, blended agents can disconnect from a call and be tasked with dealing with an entirely different channel – like email. 

Blended call center solutions and agents are aimed at increasing organizational efficiency. When your incoming call queue has no callers in it, then your agents can be tasked with handling customers on other channels. This workforce optimization can be done with the help of omnichannel call center software.

See what question types are possible with a sample survey!

What can blended call center solutions help you with?

Improving productivity

Blended call center solutions can help you improve agent productivity. This is done by ensuring that idle agents are directed towards tickets from any channel, instead of being limited to their phones. Agents can support each other and enhance team productivity via collaboration.

Increased revenue

With a blended call center solution at your disposal, you don’t need to hire as many agents as you would otherwise have to if you wanted them to handle specific tasks. Blended solutions can help businesses increase profit margins and improve customer satisfaction which brings in more customers.

Improved customer satisfaction

Customer satisfaction is improved when they’re connected agents who instead of passing them onto different agents for multiple tasks (all with their own waiting times), deal with their concern across all channels. It also helps employees build a relationship with the customer making them serve their caller better.

Switch to Voxco Telephony System to improve your Call Center Productivity by 40% or more 

Voxco CATI

Powerful phone survey software with advanced telephony features for contact centers of call centers of all sizes

Voxco IVR

Automated interactive voice response survey software with auto call detector, advanced call routing system & manual TCPA compliance.

Voxco Dialer

Power, Predictive, Preview and Hybrid modes. Tailor your dialling method to each project.

Survey organizations around the world have maximized their phone survey ROI with the advanced features, hosting options, seamless telephony integration, and flexible pricing of our CATI software.

Voxco for Blended call center solutions

call transfer

Call Transfer

With Voxco you can allow agents and supervisors to seamlessly transfer calls to those more qualified to deal with the customer concern at hand with minimal waiting periods.

TCPA 01

TCPA

Comply with regulations better using Voxco TCPA. Get access to a manual dialing environment which you can tailor to your requirements. To know more about Voxco TCPA click here.

playback and rec

Playback and recording

Extensive call record and playback features to help monitor and coach agents and optimize your call center scripts over time. You can also use call playback and recording to cut down on agent training time by being able to  show them live scenarios they can learn from.

Analytics

Analytics and dashboards

Powerful analytics and dashboards which can help you monitor agent productivity, and understand customer trends. Leverage dashboards to provide your agents with the right information at all times and to help direct their customers across multiple channels.

cloud dialer

Cloud dialer

A cutting edge telephony system which can easily interface with other offerings from Voxco’s blended call center solutions. Choose features which are best for your cloud or regular call center.

Voxco Telephony suite

ACD

ACD

Voxco’s automatic call distributor can help optimize your inbound and outbound calls effectively and seamlessly blend with other channels to ensure you get results.

CATI

Voxco CATI

Our class leading CATI software can help form a core part of omnichannel communications with your customers, and help with feedback management as well.

IVR

Voxco IVR

Voxco’s IVR software can combine seamlessly with blended call center solutions to help direct customers to alternative channels to help boost productivity and improve customer satisfaction. Leverage Voxco IVR for cost-effective self complete surveys and get insights into customer satisfaction.

Virtual Call Center Software

Virtual Call Center

Take your blended call center solutions remote with Voxco’s virtual call center software. Easily manage all channels from anywhere!

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See what question types are possible with a sample survey!

Why Voxco?

Compliance with regulations

Compliance with regulations

Don’t fall afoul of regulations! (GDPR regulations or TCPA/HIPAA compliance) Voxco’s blended call center solutions will meet all their requirements.

Flexible hosting 2

Flexible and scalable hosting options

Voxco’s blended call center solutions allow you to store important client data as per your requirements, be it online in the cloud or on premises.

Premium service and support 2

Premium service and support

Class leading service and support to help you set up your call center solutions to your liking.

Blended Call Center Solutions FAQs

Any call or contact center which enables its agents to make outbound and inbound calls along with dealing with customer concerns across multiple channels (sms, email, etc.) is a Blended Call Center.

Yes! A blended call center solution can help minimize agent idle time by allowing them to engage with customers on more channels, therefore boosting productivity.

Agents who work with blended call center solutions and deal with customers across multiple channels are blended agents.

Yes, indeed they do! Interacting with customers on multiple channels and touchpoints generates a lot of useful data which is ripe for analysis.

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Voxco’s platform helps you gather omnichannel feedback, measure sentiment, uncover insights and act on them.

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Great Research
Fast Insights
Best-in-class ROI

Voxco’s platform helps you gather omnichannel feedback, measure sentiment, uncover insights and act on them.

Join 500 + global clients across 40+ countries