NEC UNIVERGE NEAX 2000 IPS - Manual (Page 237)

Chapter 12 Automatic Call Distribution with MIS
UNIVERGE NEAX 2000 IPS Request for Proposal (RFP) Reference Guide Page 12- 13
Issue 6
Callbacks (Q-Callback)
Callback allows callers who are waiting in the queue to leave a message and then hang up. The
callback request retains its position in the queue, so when an agent becomes available the caller is
automatically contacted as if they'd stayed on the line.
Gives Your Callers Control - while some callers are content to wait on the line, many are not.
Q-Callback invites callers to enter their contact number, leave a message and hang up, without
losing their position in the queue. Callers using the Callback feature are handled just as quickly
as if they had waited on the line.
Lower abandonment rates - waiting on hold can be frustrating, costly and time consuming for
your customer. You may also pay the price for leaving your caller on hold for "too long," causing
them to hang up and take their business elsewhere.
Makes It Simple for Agents - Callback is very flexible and can be configured on a per queue
basis. Use the Callback schedule to determine times of day that you want Callback to be
available, and specify thresholds when it should apply. Agents and Supervisors can see the
number of callback requests in the queue and make the adjustments to operating parameters as
required.
Lower your network costs - benefit from substantial telecommunications cost savings, as Q-
Callback cuts the number of calls holding on your free phone numbers.
Answers Your Callers 24 Hours/Day - Q-Callback can act as an automated answering
service, for instance, after-hours. When agents log in first thing in the morning, calls from the
night before are immediately presented to their workstation for handling. No voice mailbox
needs to be cleared and no calls have to be requested.
Multi-Media (Q-Email, Q-Chat, Q-Fax)
Use Q-Master's multimedia modules to manage these communication media within your existing
contact center infrastructure - in much the same way as you currently manage your telephony calls.
Just as phone calls, emails and web interactions are also delivered to agents via a queue as soon as
they become available. Contacts are fairly distributed among agents and monitoring and reporting on
agent performance and response time is available across all media. These modules are fully integrated
into Q-Master so individual agents can receive requests initiated via telephone, web or email. The
properties of intelligent call delivery and skills-based routing are applied when distributing any type of
contact to agents. List of feature included with Multi-Media (Q-Email, Q-Chat, and Q-Fax):
Q-Email - integrating email communication into a contact center environment provides
customers with accurate, timely responses to their inquiries in a consistently professional
manner. Monitoring and reporting of the incoming email traffic also provides a total picture of all
inbound communications.
Q-Web Callback - lets potential customers request a Callback from within a website. These
requests are routed to the most suitable agent in your contact center. The agent receives a
screen-pop with the details of the request. When they click the dial button, Q-Master
automatically establishes the call.
Q-Web Chat - offers web users real-time online interaction with a contact center via text-based
chat sessions with agents. Agents have the ability to "push" links directly to online customers.
The possibilities are endless and the impact on customer service is significant.