Kakapo Systems, one of the leading players in the development of UC and call centre apps for the BroadSoft community, has a new, much-awaited feature up its sleeve: a “Keep My Place in Queue” capability. This allows a caller to leave the queue, knowing that an agent will call them back once they get to the front.
The critical-for-call-centres feature is currently difficult to deliver and has been giving BroadSoft service providers quite the hard time.
With a new, simple-to-deploy add-on to their Unity Agent interface, Kakapo is aiming to finally put an end to this pain point.
“We have had a lot of feedback that lacking Keep My Place in Queue is a big hole in the overall call centre solution. We are looking to bridge that gap with our Unity Agent and Unity Supervisor apps,” shares Steve Tutt, Marketing Director at Kakapo Systems.
How It Works
The Keep My Place in Queue feature that Kakapo will be offering is extremely simple:
For every inbound call that comes into the queue – the call centre will be able to play the caller a recorded message offering them to leave the queue now by pressing zero, and have an agent call them back on the number they called from when they reach the front of the queue.
This may sound basic, but for call centres handling enormous amounts of callers a day, resulting in unfortunate amounts of abandoned calls – this feature is almost a must.
“Unity constructs a ‘virtual queue‘ of the actual calls in queue, combined with Keep My Place in Queue requests, all in the same chronology. This gives the caller a true first-in-first-out experience without having to hold for long periods of time,” explains Tutt.
“When they do get to the front, Unity Agent opens an outbound call back to the original inbound CLI.”
When the call is returned, it can automatically change the presented CLI to be that of the call centre, provided that the call was received on a DNIS queue, so that the caller would recognize the caller ID and pick up. The return call can either be done automatically, once the caller reaches the front of the queue; or manually, allowing the agent to make use of any CRM integrations to collect information on the caller before getting back to them.
Simple, Cost-Effective and Limitless
One of the most critical advantages of Kakapo’s solution is its simplicity.
“Our solution is extremely simple. In effect, there’s nothing that needs to be done on the BroadSoft platform – we’re simply using existing BroadSoft capabilities to create a new feature. We are not trunking the calls out of BroadSoft or touching the voice at all, so there is no engineering overhead on the host platform.”
Steve Tutt
Another critical differentiator of the Kakapo feature is that it’s limitless in terms of how many callers one can offer the service to at the same time.
“There are no ‘slots‘ or other dependencies that limit how many callers can be offered Keep My Place in Queue. That’s important because we want to totally eliminate abandoned calls. It’s a hard sell telling a customer that the first 10 callers can request KMPIQ, but not the 11th caller”
“With our solution, there’s no preset capacity – there are no limits to how many incoming callers that you can offer this to. So it can cater for all kinds of burst demand.“
“Ultimately, it’s just an optimized customer service plan,” Tutt concludes.
Kakapo can’t yet commit to a specific launch date, but their Keep My Place in Queue feature is expected to come out imminently – so stay tuned.
from UC Today https://ift.tt/3ftRPKA
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