Callback to a Customer Instead of waiting in Queue 3

[mjoetech]

We're looking for a solution that can do the following:

While a customer is in Queue for an Agent in an avaya ACD (Not IP Office), the Queue message should say "your esimated time to be answered is "X" minutes. Either remain on the line, or, if you would like a call back press 1. If the caller presses 1, the system will say "we will call you back at about "X" O'clock, at the number from which you are calling.". Then speak the Caller ID. "If you would like to be called back at another number, press "X";

When the call comes up in the queue, the system should call the Agent back first (I think) and when the Agent answers, then call the Caller back.

We need to be able to hold about 15 -20 calls in queue for callback, total of about 10-12 agents.

Does anyone know the best ways for accomplishing this?

Thanks.

 

[dufus2506]

There's only two ways you'd do it on an Avaya system. There are two products you could buy that would add this function to your system. Avaya Callback Assist, and Virtual Hold. Virtual Hold has a patent on it's product so there are not a lot similar products out there.

1. Avaya callback assist. It takes the call information, and when the agent that would have taken the call is available, it will call back the caller, and connect the caller with the agent.

Advantages: Callers don't wait in queue, reducing toll free charges and total needed incoming trunks.
Callers can do other things while waiting for a callback.

Disadvantages: Calls may not always re-connect to the caller. Callers may leave their phone or simply not answer. Agent time waiting for a re-connect that does not happen is lost.


2. Virtual Hold. Similar operation, except when reconnecting to the caller. The Virtual hold system will attempt to reconnect with the caller instead of having a waiting agent do so. If it is successful, it transfers the call to a high-priority queue and this call becomes the next that will be answered regardless of current queue size.

Advantages: Callers don't wait in queue, reducing toll free charges and total needed incoming trunks.
Callers can do other things while waiting for a callback. No agent re-training. Calls arrive exactly as they would have if they waited in queue.

Disadvantages: Cost. Virtual Hold is EXPENSIVE. Be prepared for some serious sticker shock. Depending on your call rate and call center size, you could end up paying almost as much for a Virtual Hold system as you did for the PBX. A lot to pay for just one "feature".

Carpe dialem! (Seize the line!)

 

[mjoetech]

Thanks Du..

Very valuable information and I'll start the search on both.

joe

 

[dufus2506]

No problem.

Callback Assist isn't what I'd call cheap either. But it's a lot more affordable than Virtual hold. Virtual hold is priced by the number or ports you license, so if your call rate is slow enough, you could get away with a small system. They're still pricy, even when small. (I helped install one for a previous company that had only 6 ports. $250K. I advised against it but was overruled...)

It should be noted that both of these "products" are really nothing more than IVR applications. Something you could probably build yourself if you have an IVR that's robust enough, and some IVR development skills.

However, as I stated, Virtual Hold has a patent on the process. If they're feeling frisky enough and want to force you to buy their product or shut down your own, they could legally do it.

Carpe dialem! (Seize the line!)

 

[mjoetech]

Can someone tell me if the Product "Avaya Callback Assist" is an actual product. I started to go this route, contacted Avaya and was told that their "Professional Services Agency" needs to do an evaluation of our needs with their experts, etc...

It appeared that the product does not actually exsist (as a purchased license product), but more like they will write the application with their evaluation experts based on our needs. Is this correct or am I missing the boat on this one?

 

[dufus2506]

http://www1.avaya.com/campaign/demo/callback/index.html

Here's the info page for Callback Assist.

http://www.virtualhold.com/

This is Virtual Hold.

Good luck!

Carpe dialem! (Seize the line!)

 

[phoneguy55]

good thread. A * for some nice information.

 

[mjoetech]

Thanks Phoneguy.. I agree, Dufus, was very helpful and we're well on our way.

Joe