|
Increasing call volumes inevitably means callers spend more time in queue, leading to frustration, abandoned calls and lost opportunities. As a result, contact centers need tools that enable them to intelligently handle and retain callers in queue, provide them with flexible alternatives to waiting in queue, and send them to the agents best qualified to handle their requests.
Mitel Intelligent Queue Business Edition is an all-in-one, scalable, browser-based voice processing solution for contact centers. Intelligent Queue provides incoming call handling, intelligent messaging (announcements), call detail reporting, music on hold, advanced routing options, database verification, Network Monitor alarm integration, G729 compession support, and screen pops (screen pops are available when integrated with Mitel Agent Portal). |
|
Remote database verification and advanced routing enables contact centers to route preferred customers to priority queues or extensions. They can improve the customer experience with advanced digit programming – this provides efficient call routing through input such as called number, calling number or user-collected digits. The digits can be compared to a database and based on the result, a new action is automatically selected – examples are: route the call elsewhere, play a message, re-route to an interactive tree.
The end result is that Intelligent Queue Business Edition provides contact centers with advanced capabilities that: |