Advantages of Deploying Self-Service Solutions

Posted by Corey Coblentz on Oct 21, 2016 8:48:00 AM

The largest complaints callers have with regards to call centers is waiting on hold for an excessive period of time or navigating through an endless phone menu with hard-to-follow/lengthy prompts.  In fact, social media is filled with sites that consumers can voice their criticisms: On hold with.  

This problem is further compounded by organizations who have IVR (Interactive Voice Response) and ACD (Automated Call Distribution) technologies but only use the ACD component in combination with simple rules to route calls to agents. These shortcuts are often because of the costs or challenges associated with deploying.

Inevitably delivering the bare minimum queuing with no self-service results in overloaded agents, angry consumers and excessive queue times.

 

Read More

Topics: Weekly UC Tips, UCCX, Contact Centers

Don’t miss out. Expert advice straight to your inbox!

Insightful tips, troubleshooting and solutions for your everyday Unified Communications challenges from our team of experts. You can look forward to:

  • Weekly UC tips;
  • Cisco Unified Communications insights;
  • UCCX - Contact Center insights;
  • Network and Security insights;
  • Cisco Release notes and Product reviews.
Join us for free live demo