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VIRTUAL HOLD RENDEZVOUS™
RENDEZVOUS FEATURES
When contact centers want to provide callers with even more control, they look to Virtual Hold Rendezvous to schedule calls in the future. When EWT is more time than a caller wants to spend waiting, scheduling a future callback is a great way to avoid missing that customer’s important call. And by keeping track of virtual callbacks, Rendezvous lets contact centers set up future calls.
Datebook™
Everyone wants a crystal ball: Customers want to know when they can speak to an agent without waiting, and contact centers want to know when customers will call so agents will be available. DateBook allows customers to make an appointment to speak with an agent for up to seven days in the future. Contact centers control the availability of appointments in the DateBook through the Web-based QueueMaster Console™ management system. DateBook allows contact centers to limit the number of appointments that can be made for certain days and times and specify times that are unavailable.
AfterHours™
When customers call outside of normal business hours, they typically hear a “closed” message or are sent to voicemail. AfterHours provides a higher level of service by allowing customers to schedule a return call for a time during normal operating hours. Often useful when a contact center changes its hours of operation, this feature reduces the risk of losing customers and eliminates the need for 24-hour staffing.