Voice calls are handled entirely by scenarios-an advanced workflow that controls the logic of automatic interaction processing and self-service
Multichannel Contact Center---Voice Call
WCC is the same as any type of interaction, voice calls are handled entirely by scenarios-an advanced workflow that controls the logic of automatic interaction processing and self-service，that is full support of intelligent contact center.
Our virtual queue technology is also controlled by scenarios, allowing customers to hang up during peak call times and then receive callback when the next seat is available. If you choose virtual queues, customers can stay in their place without having to keep talking.This feature provides a great convenience to callers, not only saves more time but alsohelps agents bring higher satisfaction to the caller.
IVR Voice Call
Using IVR, our solution defines each aspect of the call.
- Ordered calls are queued for the program
- Timely playback of prompt sound and notification sound
- Waiting for music to play for improving customer satisfaction
- The best match is to ensure the customer’s first connection to the agents.
Completed Configuration Support
- Agent softphone configuration
- The training of the language makes the agents more quickly
- Conference transmission and retention/retrieval can be done by a variety of devices
Intelligent Answer Interaction
- Voice call routing provides 24x7 call support
- Full name of the support of autonomous call can realize intelligent contact center
- Autonomous calls include identification and service selection to call assignment and interactive survey
Powerful Engine Building
- Real-time monitoring, reporting and quality management throughout all channels
- A powerful timeline view lets you see activities that occur across multiple channels
- Scenario Builder enables contact center administrators to define an interactive workflow for any channel