The concept of call queuing is prevalent in inbound call centres. Every time callers connect to a phone system, they are welcomed with a message along with menu options before their calls get added in the queue. Automatic Call Distributor (ACD) technology is used to forward incoming calls to various agents. Callers as well as
Queue callback is a feature that gives callers the option to circumvent long hold times. With queue callback, caller abandonment can be significantly reduced. All that customers have to do is to reserve their place in the call queue and request a call back by the agent as soon as they are available. This feature
A dashboard should be wise and that’s what you get with Fortius. You can easily monitor live agents and check the campaign status and ongoing activities across various departments.
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