![]() ![]() We added “ Voice Call Backs” last year, for customers that dial-in directly, so now we cover all the bases.We recently set up Veeam Backup Agent for Windows on a few of our PC's.Īll seem to be working perfectly fine, except for a couple that we received errors messages for as the backups failed. When we first launched our product, we focused exclusively on click-to-call and visual IVR for the web and mobile so we have deep experience and a very polished offering on that front. These competing virtual hold solutions all require on-premise deployment, which allows deeper integration, but with the trade-off of higher cost and complexity.įonolo is also very strong with multi-channel call-back. This brings with it vendor-independence, quicker deployment and lower cost. require considerable effort to set-up and configure.įonolo’s main innovation is offering virtual queuing as a cloud-based service.probably won’t work with an outsourced call center, and.won’t work in a multi-vendor environment,.There are notable downsides to these offerings. For example, Avaya has “Call-Back Assist”, Cisco has “Courtesy Callback.” All these virtual queuing solutions work in a similar way. If hiring more agents is not an option, then your only option is virtual queuing.Įvery major call center vendor now has some virtual hold competitor. So let’s say you’ve been tasked with reducing hold-time (aka “Average Speed to Answer” or ASA). People often call us and ask if we offer “virtual hold” when they mean “virtual queuing”. But Virtual Hold is a trademark of Virtual Hold Technology and that term refers only to their product. Virtual Hold pioneered the space, so people sometimes use the term “Virtual Hold” when talking about Virtual Queuing. Virtual Queuing or Virtual Hold: Options on the market You can dial-in and request a call-back by interacting with an IVR (“press 1 to get a call-back when an agent is ready”), or you can click a button on the company’s website or mobile app.Ĭlick-to-call is a web-triggered call-back. You can characterize a call-back by how it was requested. That is, companies might offer call-backs, but you would still end-up waiting on hold after you answered the call. Virtual queuing always requires a call-back, but the reverse is not true. Virtual Queuing always involves some form of call-back. That is, you want to talk to Acme, but the call comes from Acme to your phone. When used for a “person-to-company” call, call-backs can take several forms, but what’s common is that the direction of the call gets reversed. This term is easy to understand because it’s part of our vocabulary for plain old person-to-person calls: Virtual Queuing describes any system where you can keep your place in line without having to stay on the phone. In the phone world, it means you can hang up, go about your day, and wait for the call-back. ![]() In the real world, that means you can go sit down, relax, and wait for your turn to be announced over a loudspeaker. Virtual Queuing is basically the “take-a-number” approach. In the real world, there will always be times when there are more callers than agents, even when companies have the best intentions. (Those two also got excellent cell coverage.) Of course, there were only two people in existence, so that wasn’t very challenging. In the days of the Garden of Eden, there were enough agents at every call center that no one ever had to wait. People often ask if we offer “virtual hold” when they mean “virtual queuing”. Virtual Hold is trademarked by Virtual Hold Technology, and that name only refers to their product. When it comes to reducing hold-time in the call-center, there are a number of terms that overlap each other, which can be confusing. ![]() Significantly boosted CSat while reducing abandon rates Scheduled Call-Backs Let your customers decide when to receive a call-back from you.Fonolo API Offer call-backs at any stage in your customer’s journey.Web Call-Backs Offer customized call-backs to customers on web, and mobile.Voice Call-Backs Smooth out call spikes, lower abandon rates, and improve the customer experience. ![]()
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