eQueue IVR

eQueue IVR offers numerous features designed to enable customer self service options and to improve the customer "on-hold experience" with the use of, unlimited voice announcements, customized greetings, variable delay messages, and interactive, multi-level menu selections.

IVR

Tight integration with eQueue ACD allows customers to easily, and without expensive integration projects, enable callers with the audible presentation of real-time ACD statistics including, estimated wait time, number of calls waiting, and number of available agents. Advanced features such as paging notification of contact center alarms and service delivery performance indicators and can be easily enabled.

Key Features:

Voice Self Service

With eQueue IVR your customers can have 24x7 access to information and to conduct self-service transactions. Secure touch tone access to information housed in CRM, billing, accounting or any application supporting open database access standards can be created.

Customized Call Flow Treatments

Enables the archival and retrieval of thousands of customized delay, interactive, promotional, holiday and after-hours messages.

Real-Time Call Center Statistics

Provide callers with real-time information about their initial position in queue and their expected wait time.

Whisper Announce

Speaks the call type to the agent just prior to delivery of the call. This enables agents to prepare well-informed, specific responses to the caller.

Automated Paging Alerts

Can automatically page managers and supervisors to alert them of switch call conditions and/or changing conditions within the contact center.

Call Back

Gives the caller the option of being intelligently called back upon request or remaining on hold. Callers respond to a scripted message that prompts them to leave their call back information by touch-tone input or by voice mail message.

eQueue IVR Key Benefits:

Improve agent productivity by routing routine customer inquiries to self-service options.
Improve customer satisfaction by providing 24x7 self service access to information and transaction processing.
Lower operational costs and shorten reaction time to changing business requirements with tight IVR and ACD integration.