Even the most efficient call centers experience occasional high volume overload during peak call times, and often that means that the queue lengthens while hold times increase. With traditional Interactive Voice Response systems, every caller ends up in the same queue, no matter the urgency or type of the request or stature of the caller.

Spoken's High Volume Call Manager puts the power to instantly triage callers in the call center manager's hands. During peak times or emergencies, the High Volume Call Manager  allows the call center to automatically select and defer callers by:

• DNIS number dialed
• Request for sales order versus support
• Caller's phone ID

Alternate Channel Deflection Options

• Deflect to online self-service
• Give option of CVR automated self-service
• Give option to receive call back later