TxSmartQ is Interlink’s Call Queuing Solution. A real solution for virtual hold for Avaya to eliminate the huge amount of time wasted by the customers on the call waiting for an agent, and saving a huge amount of cost that is burnt keeping the phone lines busy playing music and ultimately increasing the customer satisfaction and customer service level. The customers do not have to wait in the queue for an agent to become free.
Powerful Queuing Solution
The cost-effective queuing solution helps the time the customer spends waiting in the queue. If the agent is not available at the time the customer calls, the customer is played the approximate time of the availability of the agent. Customer can then choose to be on the call or choose the callback option without losing their place in the queue. The callers when called back are routed directly to the agents thus eliminating the time customer has to spend waiting in the queue. The queuing solution significantly reduces the no. of abandoned calls and helps in increasing the customer service level.
TxSmartQAdmin
The webInterface, TxSmartQAdmin helps to configure the server parameters. The interface provides the real-time monitoring of the queue status like the no. of callers waiting in the queue, no. of callers who have chosen to be called back, wait time that will be announced to the next incoming call. The reporting tools help to study the overall time the caller spend waiting in the queue.
Features
- Effective management of Incoming Calls
- Easy to use Interface to configure the queuing server
- Real Time Monitoring of the queue
- Improve the customer service levels
- Reduces caller waiting times
- Fewer abandoned calls
- Increased productivity of the call centre
- Increased profitability of the call centre