CONCIERGE FEATURES

The premier product of the Virtual Hold solution, Concierge empowers and educates callers. If customers have to wait on hold, Concierge tells them how long they’ll be on hold and lets customers decide whether to wait or receive a callback in the same amount of time as though they had waited on hold. Instead of forcing customers to wait in queue, contact centers can finally offer an alternative that shows they respect their customers’ valuable time.

Concierge requires no agent training or agent software, so the implementation of Concierge is invisible to agents. What they’ll notice is increased productivity and customer satisfaction and less customer frustration!

QueueSpeak™

QueueSpeak is Concierge’s way to talk to callers. With a variety of flexible options for contact centers, QueueSpeak informs customers of the Estimated Wait Time (EWT), which educates and empowers them — key elements of a successful queue management strategy.

VirtualQueue™

QueueSpeak’s customer education is just the first step toward queue management. When customers choose a Virtual Hold callback, VirtualQueue keeps their place in line and returns customer calls in the same amount of time as if they waited on hold. Virtual Hold’s first-in, first-out call treatment ensures a high return-call success rate and alleviates customer frustration. Customers know when to expect their return call and don’t have go through the tedious process of leaving a voicemail. Agents don’t have to alter their normal call handling process because VirtualQueue anticipates when the next agent will be available and launches its return call moments beforehand. Return calls arrive at an agent in exactly the same manner as traditional inbound calls, eliminating the need for training and increasing agent efficiency.

SENSe™

The System Event Notification Service (SENSe) eases the burden on the IT staff by keeping track of an installed Virtual Hold system. This continuous observation helps ensure that the Virtual Hold system remains operational at all times. SENSe monitors Virtual Hold and all related programs and hardware and can even restart programs and/or computers in the event of failure. Additionally, SENSe can keep all parties informed with automatic, real-time email notifications about Virtual Hold functionality and server/program status.

With an easy-to-use user interface, IT departments can view the status of monitored computers and programs and send commands to SENSe. This allows IT departments to react quickly to any issues and allocate resources more effectively.

EyeQ™ Management System

Through the Internet, the EyeQ Management System provides access to enterprise-level queue management control. EyeQ combines powerful, real-time queue viewers with analytical reporting and a variety of queue management controls. This Web-based application allows contact centers to make local or enterprise-wide changes easily, and provides real-time queue conditions.

EyeQ Management System Screenshots >> Settings & Retry Parameters User Interface
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QueueInfo™ Reports

This reporting package provides rich detail on all calls that interact with the Virtual Hold system. In addition to monitoring contact center performance, these reports also serve as tools for optimizing the system and calculating return on investment. Reports are accessed through the EyeQ Management System.

QueueInfo Reporting Screenshot
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