DeltaCallme Call-Back Capture

Immediately answer peak-period or off-hour calls and automatically schedule a callback and SMS reminder with DeltaCallme. Appointment reminders, need for servicing, repeat orders and a range of similar customer care services can be offered via automation that improves customer satisfaction while optimizing agent availability.

A friendly sequence of voice prompts greets callers with a suggestion that they can receive a pre-schedule call back from an agent at their convenience. DeltaCallme collects caller input for a specific date and time that better suits their needs. Voice recognition accuracy is confirmed with pre-recorded audio for dates and times.   Callers can also choose to accept an SMS message with appointment detail. Captured results can then be sent to an integrated CRM or agent system or stored for manual review. Features and benefits include:

• Load Balance Agents – DeltaCallme is an interactive resource for balancing customer contact requirements with knowledgeable agent availability. 
• Immediacy – Callers do not have to wait for normal business hours or endure long hold queues for an acknowledgement. Interactive voice recognition along with SMS confirmation provides a level of comfort that “someone” has listened and is accountable without wasting time.
• Multi-Channel Reach – DeltaCallme touches callers with audio and SMS effectiveness. The Unified Messaging foundation of the DeltaTouch Platform makes combining telephony and messaging within the same interactive exchange a seamless effort.
• Data Integration – Delivery of information captured within the DeltaCallme system can be made to integrated systems for efficiency in agent call-back.
• Evaluation – Contact center managers and customer retention professionals can use aggregated data of call-back requests to optimize agent staffing and peak period call handling.

 

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