Your Contact Centre is being relentlessly driven to improve agent efficiency. You’ve implemented a top-of-the-line workforce management solution but there are still times when, for no apparent reason, inbound call volumes build and you’re faced with impacting fragile customer satisfaction by asking callers to hold for the next available agent. To add to your anxiety, those inbound calls your agents answer all seem to involve enquiries which exceed your Average Handle Time. It’s the perfect storm – what do you do?
CircleBack solves the conflict between agent availability, deep call queues and increasing customer dissatisfaction.
CircleBack is an innovative application that can be integrated with an existing Genesys PureEngage solution to deliver voice callback functionality. Your inbound call load and available agents are continually monitored by CircleBack and it will offer callers the option of being called back when appropriate.
Built upon GVP, the Supplementary Services Gateway (SSG) and SIP Server, CircleBack requires no additional Genesys licensing and so is a considerably cheaper and more cost effective solution than a Genesys supplied call back solution.
Business benefits
- Increased customer satisfaction by reducing call waiting time and offering to call a customer back.
- Reduced telecommunications and IT costs – every minute on hold costs your organisation money – in IVR ports, trunks and 0800 / 1800 freephone charges. CircleBack will pay for itself in weeks or months – not years.
- Opportunity costs – how many customers hold and then abandon, never to call you back? How much does this cost your organisation? What opportunities are you losing – CircleBack minimises those lost opportunities.
- CircleBack exposes a RESTful API to allow CRM, scheduling or other applications to raise a call back request for a call to be placed to a customer and presented to an agent at a pre-determined time.
- Independently developed code – CircleBack does not require Genesys Call Back licenses – we can implement the solution at a fraction of the cost of a Genesys Professional Services engagement. If cost to implement has been a barrier, we remove that from your business case.
Download the CircleBack DataSheet for further details in a print-ready format.