Callback

This solution enables customers to request a callback via web, chat, or abandoned call scenarios—either immediately or at a scheduled time. It integrates with existing contact center tools, allowing for granular control over callback timing and conditions, helping reduce wait times and improve customer satisfaction.

Features

• Web callback widget allowing immediate or scheduled callbacks during web browsing or chat sessions
• Programmable callbacks on abandoned calls or during queue waits, triggered when agents become available or at customer-selected times
• Business calendar integration to enable callbacks only during operational hours
• Agent-facing forms or scripts for handling callback requests
• Automated de-duplication—prevents duplicate callbacks when multiple attempts failed
• Callback avoidance logic when a successful call has already taken place

Capabilities

• Immediate or delayed callback options via web widget, IVR, or chat
• Integration with Expertflow Campaign Manager and Cisco Outbound Dialer for automated outbound dialing with call progress analysis (fax, busy, no answer detection)
• Reservation of an agent slot for callback execution through queue integration
• Agent desktop integration via Finesse with optional callback scripts
• Support for granular scheduling—agent availability, customer-selected times, abandoned call triggers

Benefits

• Reduces call abandonment rates by offering customers the option to avoid waiting in queue
• Enhances customer satisfaction through flexible callback timing and reduced perceived wait time
• Mitigates traffic peaks by scheduling callbacks to match agent availability
• Improves agent efficiency and experience with pre-populated scripts and reduced queue chaos
• Optimizes resource use by avoiding unnecessary or duplicate callbacks
• Ensures callback execution only within business hours, aligning with service-level agreements