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Let callers schedule a
a callback when waiting
on hold for an agent.
The Callback Assist application provides callers with choices for their service experience when agents are not immediately available to take their calls. It announces to callers the estimated wait time, and then offers to have an agent call them back, versus waiting on hold. In addition, callers can select either an immediate callback when an agent becomes available or a callback at their preferred available time and date, avoiding the inconvenience of waiting on hold.
Callers that choose one of the callback options are prompted to record a message with their name and the reason for their call and then they are free to hang up. At the appropriate time, the Callback Assist solution initiates the callback with the contact center agent and plays the recorded message. After the agent listens to the message, the callback is initiated and the agent is able to then assist the customer as required.
- Interactive Voice Response System
- Web Administration Application
- Database Server
- Reports Generator
- Callback Engine
Interactive Voice Response System
The Interactive Voice Response (IVR) Application interacts with customers to offer the callback option and also presents/launches the callback request for the agent
Back to topWeb Administration Application
This application is used by the contact center administrators to configure the Callback Assist solution and specify the desired performance parameters and options.
Back to topDatabase Server
System configuration and operational data are stored in this Database Server.
Back to topReports Generator
Administrators and center management receive usage and performance data.
Back to topCallback Engine
This technology provides the intelligent heart of the solution and coordinates the functions of all solution components.
Back to topFeatured Resources
BROCHURES
Avaya Global Support Services 2009 Customer Satisfaction Annual Report
