...
A customer contacts a hotel booking platform to inquire about a booking but reaches the service outside normal operation hours. Unable to connect with an agent immediately, the customer is presented with the option to request a callback. Once confirmed, a callback is registered and CAS can be configured to send an SMS to the customer: "We've received your request and will call you back shortly. To cancel, reply 'STOP'."
Use Case Two:
When agent receives a call and they cannot answer the customer leaves a call back request and the after hours allocated agent gets the customers call back number as a text and can return the call. If the agent makes a callback to the customers the call back queue removes the customers number and marks it as call back done by an agent (In the case Avaaya IX Workplace users).
Use Case Three: Agent-Aided Callback Decision
An agent, upon receiving a call notification through CAS, is prompted to press 1 to accept the call. This action (of pressing 1) can also trigger the call to start recording. If the agent is in an environment not conducive to a professional call (e.g., a noisy background), choosing not to respond or pressing another key reroutes the call to the callback queue. If SMS service is configured, the customer is then informed via SMS: "Your call is important to us. We'll reach out to you soon. Reply 'STOP' to cancel the callback."
Description
CAS intelligently handles incoming calls by offering a callback option when immediate connection with a service agent is not possible. This feature is crucial for service-oriented businesses, ensuring that customer inquiries are addressed promptly, even outside traditional working hours. Upon opting for a callback, customers are reassured with an SMS notification, confirming their request, and providing peace of mind.
...