- Function: deflects specified callers to automated self-service system, to a website or to request a later callback
- Use case: reduce hold times and caller anxiety during peak call volume times, seasonal ramp
Even the most efficient contact 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 Triage Tool put the power to instantly triage callers in the call center manager's hands. During peak times or emergencies, Spoken's Triage Tool allows the call center to automatically select and defer callers by:
- DNIS number dialed
- Request for sales order versus support
- Caller's phone ID
Automatically route callers to custom options 24 hours a day, including:
- Deflect to online self-service
- Give option of IVR automated self-service
- Give option to receive call back later
Additionally, Spoken's Triage Tool provides custom messages to run automatically during severe weather and other emergencies. Features:
- Adjust settings automatically based on call volume
- Adjust setting automatically based on hold time
- Pre-record emergency messages to play for outages or weather conditions
Find out more