Proactive Phone Support Without Call Queues
Nobody likes waiting on hold – especially online customers who are a click away from your competition. Using Genesys Outbound Call Center software with Web Callback, online customers can request an immediate call or schedule one at a convenient time. Genesys routes the call request to the right agent to handle the customer, helping the customer service agent to prepare for the call before it happens. Tailor callback offers to suit business needs, such as proactively offering callback when a user cannot find an answer online, or offering web callback when resources are available.
Key Differentiators
- Enhances the customer's online experience with easy escalation to voice, at the time of the customer's choosing
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Integrates with Genesys Outbound Call Center software to route call requests to the right agents, according to skills and business rules
- Eliminates hold times for customers who schedule callbacks
- Improves operational efficiency by reducing queue depth and distributing interaction volumes
