Inbound Call Center
Right call, right agent, right time
Send your calls left, right, up, down or anywhere you please based on dialed number, caller ID, IVR key presses (press 1 for this, press 2 for that), day of week or time of day. Define skills and automatically route calls to the most appropriate agent. Play announcements, or just put calls straight through to agents.
The right support
Use caller ID to find your customer’s account number and bring up your customer’s details as your agent answers the phone. Kunnect’s inbound call handling delivers a rich, supportive call-handling environment to empower your agents. Nice and smooth and easy.
That warm fuzzy feeling
Let callers know they’ve got the right number with an upfront welcome message. Play custom announcement messages as calls begin queuing. You can also advise your on-hold caller his position in queue.
You now have options
A full featured IVR auto-attendant is available to you for routing calls to the right agent at the right time. Furthermore, call failover rules make sure you don’t lose calls or have a high abandonment rate.
Right agent at the right time
Want a little more finesse than a simple “I’m free, give it to me”? Use skills-based routing to send the call to the best agent to handle it, not just the first one available. Or mix the two concepts, choosing the best available agent at quieter times, and the first available agent at busy times.
Opening hours are...
Time of day, and time of week routing is easy, allowing you to send your calls to different places at different times. Play a message announcing your office hours. Let the caller leave a message. Send your caller to your offshore call center. It’s easy to set an Emergency flag too, in the event of an evacuation of the call center, which will play a special message to anyone who calls during the evacuation.
Slice and dice those stats
Use the XVP Control Center to see exactly what’s happening in your contact center, historically or in real time.
Set and forget or define and refine?
Once you have XVP in your contact center you can set it and forget it. Or, even better, you can use XVP to try out new ideas. You can launch new inbound campaigns in a matter of minutes, and then refine the way things work to exactly meet your contact handling needs.
We don't make you work around our call center technology. It works around you, dovetailing with your existing back-end systems, telephony and business processes to produce a seamless solution that meets your requirements.
Automatic Call Distributor
Kunnect’s ACD is an Intelligent call queuing capability that utilizes business information to deliver personalized call treatment and to support effective routing decisions. See what it has to offer:
- A powerful business rules and skills-based call routing engine that ensures contacts are delivered to the most appropriate resource.
- While callers are in queue, hold music and in-queue announcements can provide estimated wait time and help reduce abandoned calls.
- Comprehensive real-time, historical management and reporting tools that make performance and results visible across the enterprise to management anywhere anytime.
- When distributing calls to agents, Kunnect can prioritize available agents based on longest wait time.
- When queue times are long or a particular agent is unavailable, callers can leave voicemail for subsequent follow-up.
Skills Based Routing
Skills-based routing (SBR), or Skills-based call routing, is a call-assignment strategy used in call centers to assign incoming calls to the most suitable agent, instead of simply choosing the next available agent. It is an enhancement to the Automatic Call Distributor (ACD). The need for skills-based routing has arisen, as call centers have become larger and dealt with a wider variety of call types.
In the past, agents answering calls were generally able to be assigned to only one queue taking one type of call. This meant that agents who could deal with a range of call types had to be manually reassigned to different queue at different times of the day to make the best use of their skills, or face being exposed to a wide variety of calls for which they were not trained. With skills-based routing, the skills needed for a particular call are often assessed by the dialed telephone number and the calling number or caller's identity, as well as choices made in any associated IVR system. Given this assessment, a skills-based routing system then attempts to match the call to a suitably trained agent. An agent with matching skills will be able to provide a better service than one who does not.
As a consequence, the separate large queues that were characteristic of the ACD-driven call center have disappeared. Instead, each caller seems to have their own waiting area that they may share with only one or two others. Instead of being served in the order of their arrival, calls are served as agents with appropriate skills become available.
Interactive Voice Response
Interactive Voice Response (IVR) is a technology that allows the Kunnect system to interact with humans through the use of voice and DTMF keypad inputs.
In telecommunications, IVR allows customers to interact with a company’s database via a telephone keypad after which they can service their own inquiries by following the IVR dialogue. IVR systems can respond with prerecorded or dynamically generated audio to further direct users on how to proceed.
IVR applications can be used to control almost any function where the interface can be broken down into a series of simple interactions. IVR systems deployed in the network are sized to handle large call volumes.
XVP includes a basic Auto-Attendant type IVR. However, should your needs supersede this, we offer custom IVR applications, equally housed at a cloud level which are tailor made for you. Please contact us for more information.
Reduce Abandoned Calls
An abandoned call is an inbound call tired of waiting for an available agent. It occurs when the caller hangs up before reaching an agent. This is one of the most negative experiences for your caller. As your solution provider, Kunnect delivers many features to your inbound call process to help reduce this.
- Skills based routing ensures that the right agent gets the right call.
- Customizable failover destinations can move your call to another ACD, a specific agent, a voice mail, or even off-site to a third party telephone number.
- Service level goal settings allow you to know in real time how you are doing with your queue management.
- Prioritizing of inbound calls over outbound calls in a blended agent environment.