Let the system do the holding.
Don’t frustrate customers with excessive hold times. With ICTI Call Me Back you increase customer satisfaction by scheduling a call back when your contact center agents are free.
- TriggerEstimated Wait Time (EWT) becomes excessive
- Caller choiceNext available agent, later today or next business day
- DeliveryHosted Avaya IVR services
- IncludedWeb administration, real-time view, ad-hoc reports
No more waiting on hold.
With InfinityCTI’s Call Back software, when the Estimated Wait Time (EWT) becomes excessive, customers no longer have to wait on hold. They are redirected to the Call Back IVR hosted services, where they can request a callback from the next available agent or schedule one for later that day or the next business day.
The application reduces frustration for both customers and contact center staff — essentially having the Avaya IVR hosted system do the holding for them.
Choose the package that fits your operation.
Traditional Call Back Messaging
The caller chooses the next available agent or a scheduled time and leaves a detailed message. The call is queued in Communication Manager; the agent hears the message, then presses a button to call the customer back.
Call Back – Customer
The caller hears the current EWT and can choose a callback at that time or later. When the time arrives, the Avaya IVR calls the customer, who can accept and be queued for the next available agent.
Call Back – Email
Works like Option 1, but after the message is left an email is sent to a person or group with the voice message, the customer’s callback number and the date and time of the call.
Web administration & reporting
Every package includes web-based administration, real-time viewing and ad-hoc reporting. Reports can be viewed in a web interface or by querying the database directly.
Service that goes the extra mile
We believe in building lasting customer relationships. Call us at 1 858 380 2400 or email support@infinitycti.com for more information.
Bring every channel into one agent workspace.
Call Back keeps queues under control on the phone; Contact Integrator adds skill-based routing and real-time dashboards across every channel.
Extend your contact center further.
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Natural-speech and web self-service that hands customers to an agent with full context.
Learn more Customer experienceEasy PayMask
PCI-compliant DTMF masking so agents never hear a customer’s card details.
Learn moreInterested in Call Back Software?
Tell us about your environment. We’ll show you how Call Back Software fits — on its own or alongside Contact Integrator.
San Diego, CA 92124