Improve Contact Center Productivity with Multimedia Queuing

Customers want the freedom to use a wide range of media to communicate with your contact center. Multimedia Queuing gives your staff the ability to efficiently manage all contacts from their desktop screen.

You will provide outstanding customer service across all media – whether it’s over the phone, by fax, email, web chat or SMS.

Let your agents treat all customers with the right level of priority and attention, and give them the power to speed up response times. You will reduce abandonment rates and you’ll retain those valuable customers who prefer placing orders by using multiple media.

Top Features

ZCC Multimedia Queuing lets your agents view all queues on their screen. They can manage their own workloads, monitor their colleagues, and take action if required. There is no need to switch to other applications to manage emails, web chat or SMS messages. Your agents save time, and not a single inquiry gets ignored.

Your contact center managers can measure and analyze integrated data from across all media. They will gain a much better insight into the performance of individual agents and the contact center as a whole. ZCC makes it easier to optimize contact center operations and improve productivity.

Brief Overview
Queue management takes all media into account when it allocates contacts to specific agents, along with pre-defined parameters to match the skill or experience level of each class of agents.

• Phone Call Queuing
  
• Email Queuing
  
• Fax Queuing
  
• Web Chat Queuing
  
• Web Callback Queuing
  
• SMS Queuing

For more detailed information check out our Fact Sheet.

By using smart features like intelligent call delivery, your customers are no longer passed around, but will get a quick and knowledgeable response. Your agents will avoid double handling and can save valuable time.

• Skills-based routing sends specific inquiries straight to the right expert, to handle them as quickly as possible
  
• Value-based routing sends top customers straight to your top sales people, so they can up-sell and cross-sell

You can set announcements, so that people are informed of their status in each of the queues. This feature lets you set expectations and reduce abandonment rates.

• Use pre-recorded messages, to tell callers about their position in the queue
  
• Provide automated responses to emails, to let people know that their inquiry is being processed
  
• Send an auto-reply to web callback requests, to let people know when they can expect a call
  
• Reply with an automated SMS, to say that you will answer the inquiry with a certain timeframe