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Step 2: Click Delete, located on the buttons on top of the columns.
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Auto Callback and SMS Alerts in
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CyCX: Enhancing Customer Experience
Auto Callback Feature
In the fast-paced world of customer service, every interaction counts. However, it is difficult to retain callers who hang up while waiting in the queue, resulting in missed opportunities. The Auto Callback feature reduces disappointments and is a game-changer in enhancing customer engagement and satisfaction.
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Seamless Callback Integration: Customers who hang up while waiting in the queue are automatically added to the callback queue, ensuring their queries are addressed promptly.
Effortless Customer Experience: Customers who opt for the callback in queue option are assured of receiving a prompt callback, eliminating the need for them to take any additional steps.
Administrator Control: Administrators can customize callback scheduling parameters to meet specific business needs, ensuring efficient management of customer inquiries.
SMS Alerts in CyCxCyCX
Use case one: Customer hangs up in the queue and will receive an SMS such as “Sorry we missed your call, we have added you to our callback in queue and will be in touch with you shortly. If you wish you to opt out, reply ‘Stop’.”
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Description:
The SMS Alert feature in CyCx CyCX empowers administrators to automate SMS notifications based on specific triggers within the system. This functionality ensures efficient communication with customers while offering control and flexibility in managing communication preferences.
How it works:
This feature automatically schedules callbacks and sends SMS notifications to clients who abandon calls after waiting in the queue. Whether the wait was short or prolonged, clients receive:
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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: After-Hours Callback Handling
When an 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 during after-hours but is unable to answer it (i.e the agent does not press1 to accept the call after the call is answered or the call rings out for 20secs), the customer can leave a callback request. The assigned after-hours agent will receive the customer's callback number via text message and can return the call. If the agent makes a callback to the customers the call back queue removes the customers number Upon successfully making the callback, the system removes the customer's number from the callback queue and marks it as call back done completed by an agent (In the case Avaaya IX Workplace users. (Call back needs to happen on from Avaya IX Workplace app on the mobile to remove the customers number from call back).
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.
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Callback Scheduling Notification: Automates the notification process to inform customers of their callback status, ensuring transparency and reliability.
Client-Side Flexibility: Allows customers to easily opt-out of the callback service with a simple SMS command, providing control over their communication preferences.
Administrator Control:
Triggering Events: Administrators can define specific triggers for sending out SMS notifications, adapting the system to various operational scenarios.
Tailored Notifications: Customizable SMS templates enable personalization according to the business's tone and customer service strategies.
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Supervisor Control:
Remote Mobile Login/Logout: Supervisors can manage agent availability during after-hours by remotely logging agents in or out on their mobile devices, ensuring that calls are directed to the right agents at the right times.
Supervisor-Controlled Remote Mobile Login
The CAS includes a feature that allows supervisors to manage after-hours call handling effectively:
Remote Agent Login: Supervisors can log in to the system after hours to manage agent availability. If a customer calls and needs to speak to someone, the call can be directed to an after-hours queue. The supervisor can then log in an agent remotely to ensure the call is handled.
For instance, if the supervisor knows that "Cytrack" is scheduled to handle after-hours calls:
1. They can search for Cytrack in the system.
2. Click the three lines.
3. Select the option for remote mobile login, and ensure that Cytrack's mobile device receives the after-hours calls.
This setup remains active until the agent's roster period ends.
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Remote Agent Logout: Once the agent's after-hours shift is over, the supervisor can remotely log out the agent, using the same steps to login the agent but instead of login they can select log out agent option. This ensures that Cytrack will no longer receive after-hours calls, effectively managing agent availability and preventing unnecessary disruptions.
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Benefits
Enhanced Customer Experience: CAS guarantees that customers receive timely support, significantly improving their interaction with the business.
Optimization of Missed Calls: By converting potential missed opportunities into scheduled callbacks, businesses can maintain engagement with their customers.
Streamlined Operations: Automates the management of incoming calls during peak times or outside standard hours, optimizing resource allocation and agent productivity.
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