The concept is simple, smart and directly linked to improved customer satisfaction. Rather than waiting in queue for the next available agent, Caller Elected Callback gives your caller the option of receiving a callback in a timely manner.
Computer Telephony Integration (CTI) integrates interactions between callers, agents and computers. Skills-based routing sends the call – and attached information like an account number – to the agent best equipped to handle the call. Throughout the process, the agent can update customer records, and, if necessary, transfer the caller and the screen to another agent or supervisor.
The Payment Card Industry Data Security Standard (PCI DSS) is a set of requirements designed to ensure that all companies that process, store or transmit credit card information maintain a secure environment. Chrysalis offers one of the only PCI-compliant card processing systems designed and built specifically for contact centers.
This is the new face of the contact center experience. Our mobile framework allows a mobile app to see into Avaya contact center and to offer your customer intelligent choices for connecting with an agent. Callers can see their place in queue and average wait times. They can request or schedule a callback. Agents, too, benefit by receiving contextual information from the customer’s mobile app.