Aspect releases solution for call centre queuing

Aspect Communications Corporation, a provider of enterprise customer contact solutions announced the UK release of Scheduled Callback, the industry's customer callback technology to make use of workforce management capabilities.

Using Aspect Scheduled Callback , customers that are waiting in a call queue to be answered can opt to leave the queue (at the touch of a single button) and request that the call centre calls them back at a time that best suits them.

Scheduled Callback requests are then analysed using Aspect eWorkforce Management software along with other call volume, call type, staff preference, staff skill and other service data to ensure that agents are available to meet these callback requests.

Based on this analysis, the system offers callers various callback times based on business rules that that involve estimated wait time, staff schedules and service level parameters.

Customers make their selection by pressing appropriate buttons on their telephony keypads. They can either choose from available callback times in the near term or select a preferred period (and the system will pinpoint a suitable time). Callbacks can also be initiated from a web page.

In this way, companies are able to create more reliable staffing schedules to meet call back requests, ensuring contact centres are neither over or understaffed for handling outbound and inbound communications. Aspect Scheduled Callback can also lower costs significantly through fewer abandoned calls, reduced toll charges, smoother staffing and improved customer satisfaction.

"Saddletree Research views the availability of Scheduled Callback as a highly desirable upgrade to Aspect's installed base of eWorkforce Management users and an attractive incentive to install Enterprise Contact Server to those customers who have not already done so," said Paul Stockford, president and chief analyst at Saddletree Research.

2003-03-01

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