Empower callers with callback instead of waiting in queue.
INI SureConnect™ offers callers the choice of receiving a callback at the earliest availability or at a later time, when it’s most convenient. By giving callers an alternative to waiting, INI SureConnect improves the customer experience, and takes the caller satisfaction commitment to a higher level. And, unlike other callback products, INI SureConnect supports simultaneous Agent First and Caller First callback methods, providing organizations with the flexibility they need on a per-queue basis.
Benefits
- Increases agent productivity
- Decreases abandoned calls
- Balances call volume peaks and valleys
- Shifts talk time to less costly outbound lines
- Optimizes workforce management
- Provides operational flexibility
- Offers fast return on investment
Features
- Caller First: get the caller on the line, then connect the agent
- Agent First: preview the call to the agent, then dial the contact
- Immediate and scheduled callback requests
- Estimated wait time and place in queue
- Integrated caller-data agent screen pop
- Basic automatic speech recognition input
- Click-to-Callback web and mobile API
- Compatible with Avaya Call Center Elite