An inbound call center software helps you in easily managing high volumes of incoming calls using features like call diverts, IVR, call recording, etc. These are usually customer calls seeking support, technical help, answers to questions, inbound sales, customer service issues, etc. Agent routing is a crucial part of a cloud call center software. It ensures that calls are distributed among the right agents automatically. You can also use features like IVR to ensure that calls are diverted to the right team and your customers have a smooth calling experience.