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Contact Centers > Automated Experience Management
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Callback Assist Fact Sheet
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Callback Assist
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.
Features and Benefits
Enhance User Experience
Callers have the ability to request a callback at a time convenient for them and cancel pending callbacks as needed. Users also have flexible callback options through voice, web and mobile devices. To further empower the user, this application also allows callback requests during out of hours periods.
Improve Contact Center Operations
The application allows flexible configuration of tasks, such as callback scheduling, system retries and Estimated Wait Time thresholds.
Adapt to different contact center environments
Different contact center environments adapt smoothly with easy to use web-based configuration, dynamic prompting, and support for multiple languages.
Support the creation of custom applications using Callback Assist services
Web Services API exposes a subset of features offering call flow functionality and uses the SOAP XML-based messaging format over the standard HTTP application protocol. SOAP has the advantage of being widely used, with clients available in most programming languages.
Components
- 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
- Web 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.
- Database Server System configuration and operational data are stored in this Database Server.
- Reports Generator Administrators and center management receive usage and performance data.
- Callback Engine This technology provides the intelligent heart of the solution and coordinates the functions of all solution components.
