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VIRTUAL HOLD WEBCONNECT™
WEBCONNECT FEATURES
An intelligent queue management strategy should handle customer contacts from Web and voice channels in a unified queue. But investing in the software and training required to enable agents to handle email and live chat is costly and can lead to a decline in productivity.
But with WebConnect, visitors to a Web site can simply click on the WebConnect link to speak to an agent. If an agent is available, the visitor will see a popup box in the browser where the visitor will enter his or her phone number. WebConnect will then remind the visitor to end the Internet session if necessary, and the agent will call the visitor.
When an agent is unavailable, the visitor will see a popup box with the EWT and an offer to enter his or her phone number and receive a callback in the same amount of time as if visitor called the center directly. Instead of waiting on hold, the visitor is free to continue browsing the Web site as the WebConnect progress bar tracks his or her position in the queue.
Moments before an agent is available, another popup box announces that an agent will call the visitor shortly and reminds the visitor to end the Internet session if using a shared phone/Internet line.
By placing WebConnect requests into the Automatic Call Distributor (ACD) queue, contact centers no longer need to segment agents into Web and phone groups. Because the return call is initiated by the ACD over traditional phone lines, WebConnect requires no agent desktop software and allows agents to handle the calls in exactly the same manner that they handle other calls, eliminating the need for training. Contact centers now can open another channel of communication without increasing costs or reducing efficiency!
Use Virtual Hold WebConnect to speak with us between the hours of 8:00 am and 5:00 pm EST.