Using GTE provided Web experience solution, online customers can reach or request an immediate call or schedule one at a convenient time. Calls get routed 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.
- Enhances the customer’s online experience with easy escalation to voice, at the time of the customer’s choosing
- Integrates with our Outbound solution 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 queues depth and distributing interaction volumes