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Callback

Cisco Unified Contact Center Express (UCCX), Enterprise (UCCE or PCCE)

Propose your customers a callback (instead of waiting) while queuing, when visiting your website or from a chat session with the chatbot. The solution also provides options to delay or schedule a callback. 

Web Callback (CCX/CCE)

Initiate callbacks from the web in multiple scenarios. For instance,

  • During surfing the website, offer your clients a web widget to initiate a callback while browsing on your website
  • Callback from a chat bot session, when the chat bot is no longer able to understand customer utterances using Callback APIs 

This can be combined with ExperFlow Chat and Videoconference gadget as alternative means for the customer to get in touch with you.

Customers can go for an immediate or a delayed callback after a certain time.

What you can also do optionally, is to enable callbacks only during certain hours, such as when the call center is active or when there is low inbound traffic. Requires ExpertFlow Buisness Calendars.

Callback on abandoned call (CCX/CCE) or while waiting

We provide you a sophisticated and granular way to schedule callbacks:

  • Call back any customer that disconnected due to long waiting times on the IVR (Abandoned Callback)
  • Alternatively, call back only if customers confirm they wish to be called back, i.e. courtesy callback or IVR callback
  • Avoid a callback if a successful call happened in either direction. Possible with an upcoming version of Customer Interaction Manager (CIM)
  • Generate only one callback in case multiple unsuccessful inbound calls happened (automated de-duplication). Possible with an upcoming version of Customer Interaction Manager (CIM)
  • Call back whenever the next agent is available, or at a time that the caller chooses from within the call center opening hours (requires Business Calendars)
  • Additionally, open a form or a call script for agents to handle certain types of callback requests. Requires Agent Guidance 
  • We don't provide virtual hold (maintaining a queue position and then call back), as this is already available for Cisco Contactcenters with the Courtesy Callback feature. The goal of Expertflow Callback is to initiate a callback if and when an agent becomes available, thereby reducing peaks.

How It Works

The Callback Solution works on top of ExpertFlow Campaign Manager (ECM) to dial out automated callbacks.

  • A callback request either registered from the IVR or the Web Callback widget, goes to ECM over the callback APIs exposed by ECM.
  • The callback number is pushed to Cisco Outbound Dialer for dialing out the call, and conducting Call Progress Analysis (CPA) to detect fax, answering machines, busy, no answer
  • An available agent on the relevant queue is reserved for the call 
  • A call is dialed out to the customer's phone number
  • A relevant callback agent script can optionally also be popped up on the Finesse Agent Desktop as the call lands on Finesse. Requires ExpertFlow Agent Guidance

The customer must have “Premium Agent” license in order to enable Cisco Outbound dialer for (Preview) outbound dialing capability.

For Predictive, Progressive, (or Both) outbound dialing capability, the customer has to purchase Outbound IVR licenses as well. For HW/SW specifications, please check the Requirements of Campaign Manager*

* ExpertFlow Callback solution runs on top of Expertflow Campaign Manager and Cisco OB Dialer to dial out callback requests. In case of CCE, the solution can also be designed (on demand) to work with Cisco AgentRequest API to bypass Outbound Dialer and make high the priority of outbound calls.

To see what CCX/E versions are compatible, please visit ExpertFlow Campaign Manager*

* ExpertFlow callback solution runs on top of Expertflow Campaign Manager and Cisco OB Dialer.

Customer Interaction Management

Schedule, track, score customer interactions and context, linked to your CRM
Campaigns
Multi-channel outbound campaign manager, directly from a CRM
Callback
Callers can request a callback either from a webpage or while waiting in a calling queue
Surveys / Quality Assurance
Quality Assurance and Customer (satisfaction) scores after a call / interaction
Customer Profiles
Add/ edit customer records on-premise. Sync Customer profiles from the corresponding CRMs
Interaction history
Follow a customer's journey across channels (IVR, Voice, Email, Chat, Social, SMS). Do the same per agent and link it to your CRM
Agent Guidance
Scripted call guides and forms for agents
Tagging and Wrap up
Add tags/ labels/ wrap-up reasons to interactions