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Instant Response
for Call Centers
Vayusphere Instant Response for Call Centers
is an out-of-the-box Instant Response solution for companies
that want to use Instant Messaging in their Help Desks and Call Centers.
It provides all the necessary functionality for your customers
to use their existing IM clients or your website to
interact with your call center representatives.
See Also:
Specifically Instant Response:
- Allows customers to initiate a dialogue
with your call center from their existing IM client or
through your website
- Allows your call center to contact a customer
on their IM client when customer is available for a call-back
no matter how service request was received at the call center
- Intelligently queues and dynamically routes
the service request to the right representative in your
call center based on load, availability and customizable
factors, such as skill sets or location.
- Escalates a service request when predefined
wait time and queue length thresholds are crossed.
- Enables your call center representatives
to easily bring in other experts into the session either
privately or in a three-party session with the customer
- Allows supervisor to observe work queues,
and dynamically change load factors and service request
priorities
- Tracks statistics on queue lengths, wait
times, service times, and representative efficiency and
performance
- Logs all conversations in your CRM system
- Optionally, convert your IM session into a VOIP or Desktop
sharing session
Instant Response for Call Centers' compelling
ROI is driven by the following time and cost savings:
- Increase utilization and productivity of
your representatives
- Reduce resolution time
- Provide better service
- Convert web visitors to buyers
- Implement Virtual Call Centers
Instant Response for Call Centers/Help Desks is Available for the following Instant Messaging Platforms:
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