by Interactive Northwest, Inc.
[frame src=”https://www.interactivenw.com/wp-content/uploads/2015/11/SureConnectLogo.jpg” link=”” target=”_self” width=”300″ height=”300″ alt=”INI SureConnect Logo” title=”” align=”right” prettyphoto=”false”]No one enjoys waiting on hold. A caller’s satisfaction begins to decline the very moment they are placed in queue and plummets exponentially with each passing minute. While you can’t always prevent call volumes from exceeding the number of agents available to serve customers, you can empower your callers to choose how they will spend their time.
By offering the option to receive a callback, INI SureConnect™ puts control back in the hands of your callers. Frustration is significantly reduced and your organization is able to preserve brand loyalty, while improving valuable customer relationships.
INI has updated INI SureConnect with features that provide added caller convenience, increased administrative efficiency, and greater control of application features. INI SureConnect 5.0 still offers the same quality callback options you’ve come to know, including AgentFirst and CallerFirst callback options, and informing callers who already have a place in queue that their callback is still scheduled. In its latest release, INI SureConnect 5.0 has been enhanced with an even broader feature set!
Web Service API Enhancements
INI SureConnect 5.0 offers a highly configurable option for callers to request scheduled callbacks via web or mobile device. This robust feature even allows callers to select a specific time and date to receive a callback along with an ID number to cancel a callback if they choose.
Universal Time Zone Support
INI SureConnect 5.0 supports worldwide time zone configuration for up to six schedules for each AgentFirst or CallerFirst queue. When you configure each queue, you can select up to six schedules, and assign each with a unique time zone. This enables your organization to provide your callers with callback support in the time zone from which they’re calling instead of forcing them to conform to a specific location’s schedule or parameters.
Time Slot Reservation
INI SureConnect 5.0 enables administrators to set the number of call slots that are available by hour for each queue. This makes it easier to customize the callback strategy to better match an organization’s staffing levels, while ensuring that callbacks are made and scheduled for periods when the call center is best able to handle them.
Consolidated Queue Management
DNIS, or Dialed Number Identification Service, is the number a caller dialed to reach your organization and is useful for routing calls to the most appropriate destination. With INI SureConnect 5.0, multiple DNIS values can be grouped together into a single Call Origination Point. When setting up either a CallerFirst or an AgentFirst queue, the administrator simply enters the Call Origination Point in the queue configuration form, linking each associated DNIS to that queue.
Callback Suspension and Shutdown
INI SureConnect 5.0 enables administrators to manually withdraw the callback function. When the status of a callback queue is Suspended or Shutdown, the callback option will not be offered to new callers, even if the callback offering thresholds are met for that queue.
In the Suspended state, agents and resources continue to be monitored, whereas the Shutdown state discontinues monitoring of agents and resources altogether.
Enhancement to Call Monitoring
INI SureConnect 5.0 now includes 3 new callback reports:
- PENDING CALL COUNTS: This tabular report opens in a scaled-down window that provides continuous monitoring of real-time call count status.
- PENDING CALL DETAIL: This tabular report provides a snapshot of the current individual callback requests, including request date, status, phone number, time zone, and number of attempts.
- PENDING CALL SUMMARY: This graphic report provides a bar graph of the number of pending callbacks per hour, for a specified queue and date.
Easier Navigation
With INI SureConnect 5.0, queue configuration is now categorized by modular groupings that include all related tasks, for increased administrative efficiency.
Turbocharge your callback strategy with INI SureConnect 5.0
INI SureConnect 5.0 enhances INI’s robust callback solution with an increased set of highly configurable features, greater flexibility, easier navigation, and added reporting and monitoring capabilities. Schedule a consultation with an INI solutions expert to see how INI SureConnect 5.0 can elevate your customer relationships while maximizing the return on investment of your IVR platform