Software for inbound Call Centers

Software for inbound call centers

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What distinguishes good inbound call center software?

Good inbound call center software is tasked with providing the agent with the right information at the right time.

The presentation must be visually understandable and actionable for the agent.

The implementation must ultimately lead to a natural, individual conversation for the caller.

With tabuni, the implementation succeeds for almost every agent.

Video: Call processing with tabuni from the agent's perspective

In this video, you will learn

  • which variables can be used by tabuni for incoming calls,
  • how to prevent the operator from accidentally sending their own client’s phone number as a callback number,
  • how an existing contact can be selected and modified from the database,
  • how a conversation note can be created and sent to the client.

Outline of the Call Flow

Greeting Text

Upon receiving a call, the agent must first focus on one thing: the greeting text.

The greeting text already holds significant importance. The tone of the agent’s voice can have a calming and de-escalating effect on the caller or the opposite.

To meet this initial requirement, the client contact with a dialed number (client number) can be automatically displayed. The presented information is reduced to the essentials. The agent sees the required greeting text and an initial set of instructions.


Following the greeting text is an instruction for the agent. An instruction following the greeting text can be

  • a standard processing,
  • a current exception to the standard processing (Current),
  • or a reference to the employee list.

In all cases, the instruction is clear, standardized for the agent to implement, and thus measurable in quality without restrictions for the individually desired processing requirements of the customer.

Standard Processing

Depending on the customer’s settings, standard processing can mean two different sets of instructions for the agent:

  1. Note: In the case of the „Note“ instruction, the agent provides information determined by the customer to the caller. Simultaneously, the agent creates a conversation note reflecting the content of the call.
  2. Reception: In the case of the „Reception“ instruction, after a personal announcement, the agent transfers the call to a target number defined by the customer. A second target number can also be optionally defined by the customer. This would be dialed if the call cannot be forwarded to the first target number. If the call cannot be forwarded, the agent creates a conversation note.

Exception to Standard Processing (Current)

Regularly, customers may want to convey special information to all callers or have call processing deviate temporarily from standard processing.

This is achieved in tabuni through „Current.“

Reference to the Employee List

In many cases, the customer wants call processing to vary for themselves and/or different employees (or departments of a company).

A practical example:
For calls to the accounting department, a conversation note with the caller’s concern should be created.
For sales calls, they should be connected to the relevant sales representative.

Thus, differentiation based on the employee/company section in call processing is desired.

With tabuni, this is easily addressed. Once a customer involves employees in call processing, the agent is automatically presented with a list of all eligible employees or departments from which to choose. Each affected employee can then be individually configured for call processing. The agent won’t overlook individual instructions and will follow their familiar standard.

This technique enables the reliable implementation of call centers with several thousand employees.

Reference to FAQ

If a clear call processing is not possible or the customer wants call processing to vary based on the caller’s concern, this is achieved through the FAQ module. In standard processing, the entry point is saved by selecting an FAQ. The FAQs themselves can store unlimited information and depict any organizational structure of a company.


Block Ads
If the customer activates the ad blocker, calls perceived as advertising will be rejected.

Phone Style
The customer can choose between „Formal“ and „Casual.“ Formal: Names are spelled out, and the phone number is repeated (longer call duration). Casual: Data is recorded as heard, and the phone number is taken from the display if possible (shorter call duration).

The default setting is „Formal.“

Business Hours

There are two reasons why it can be important for the customer to configure business hours for call processing.

For information: The agent should be able to inform callers about the business hours of the company for which call processing is currently taking place.

For deviating call processing outside business hours.

A practical example:
The customer wants calls to be forwarded during business hours. Outside business hours, the caller should be informed about the business hours, and a conversation note should be written.