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Multichannel Callback

In today’s busy contact center environments, customers are often frustrated with excessive hold times that can erode customer loyalty and result in lost business. Multichannel Callback is a multichannel queue management application that eliminates long wait times, putting an end to the frustration and ultimately improving the customer experience.

Request a Callback from Any Channel

Multichannel Callback solves this by allowing customers to request a voice call from any channel, including your website, mobile app, SMS text, or social media. During peak hours, customers are given the choice of either receiving a callback immediately once the next agent is available or scheduling a return phone call at a future date and time. Reduce abandoned calls and increase customer experience all with an easy to install, and easy to maintain solution.

IMPROVE AGENT PRODUCTIVITY

By enabling customers to request a call back during non-peak hours, your contact center can manage a steady stream of callbacks, spreading traffic evenly over time and allowing your agents to handle up to 15% more voice calls.

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