Solutions · Inbound
Answer every call without staffing every peak
Inbound voice operations on Fluents resolve, transact, book, and route. Callers get answers. Your team takes the exceptions.
The inbound problem
Phone volume grows faster than you can hire. BPO contracts lock cost. DIY voice stacks take quarters. Meanwhile callers wait.
Missed calls at peak
Hold music and abandoned carts. Headcount contracts can't flex with the calendar.
IVR that frustrates
Rigid trees burn CSAT. Callers want answers, not keypad mazes.
Humans on work systems already know
WISMO and simple bookings shouldn't consume your best agents.
What containment looks like
Finishing the job matters more than never talking to a human: look up, book, pay, update, then hand off with context when policy or complexity says stop.
Order taking & payments
Take orders and process payments on the phone, wired into your ecommerce and payment stack.
Order status (WISMO)
Look up orders, check carriers, and close tickets without a human in every call.
Appointment booking
Book and confirm against calendars when callers are ready.
Call routing & handoff
Triage callers and transfer with full context when automation should stop.
How inbound ops run on Fluents
Configure the agent
Prompts, voice, and skills for resolve, book, pay, and route, plus when to escalate.
Connect systems & numbers
Ecommerce, CRM, calendars, payments APIs, plus inbound lines linked to the workflow.
Answer and finish
Answer every call; finish the job in systems; escalate only what needs a human.
Measure outcomes
Track containment, completions, and handoffs, then tighten the workflow.
Teams in these industries
Same inbound motion, different day-to-day phone work.