For contact centers facing staffing and call volume issues, offering callback can provide an improved customer experience and better agent utilization.  However, configuration of callback queues is a complex task that often requires equal parts art and science.  Is your solution optimized to get the most out of your callback platform?

The INI team can identify creative opportunities to boost your callback ROI with queue tune-ups, customized report analysis, and a configuration approach that meets both operational and business objectives.  We can bring new team members up to speed on product configuration, provide refresher training for existing users, and help you stay on top of the latest releases of both Avaya Callback Assist and INI SureConnect™.

INI’s services are the result of years of experience designing and implementing callback solutions for Avaya contact centers.  Our extensive knowledge of all facets of callback design—from H.323 to SIP, immediate versus scheduled, Customer First versus Agent First configurations, and beyond—makes us uniquely equipped to optimize all types of customer deployments.

Get in touch with us today to find out how we can help!