What distinguishes inbound calls from outbound calls in Service Cloud Voice?

The defining characteristic of inbound calls in Service Cloud Voice is that they are initiated by customers reaching out to the organization, typically for assistance or inquiries. Conversely, outbound calls are made by agents who proactively reach out to customers, often for follow-ups, sales opportunities, or service-related matters. This distinction is critical in understanding the flow of communication and how customer service interactions are managed within the platform.

This classification helps in resource allocation, as inbound calls often require staff to be on hand to respond to customer needs as they arise. Outbound calls may involve scheduling and planning, reflecting a different dynamic in customer relationship management. Understanding this difference enables organizations to tailor their strategies for handling each type of call effectively, leading to improved customer satisfaction and operational efficiency.