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iQueue Manager Features:

Administration Focus:
Service Lias A friendly informative name providing quick and easy iQueue service reference
Service Desciption A descriptive representation of each iQueue Manager service subscription
Delivery Number Complete control of where calls should be routed to
Priority Level Define where calls should be routed based on customer selection
Distibution Method Business rules based call routing to one or many contact centres
Availability Control Define and manage service availability (Normal, Off-peak & Localisation)
Delivery Time-out Set call delivery time-out parameters
iQueue Retry Determine iQueue Manager retry attempts based on call progress result
Retry Delay Delineate parameters associated with delay between retry attempts
Number Blocking Block specific telephone numbers and telephone number ranges
Queue Status Check Prevent repeat calls being scheduled by callers
Online Management Service management from any location via a secure web browser
Real-time Reporting Analyse historical information relating to the use of any iQueue service
Call Recovery Monitor unsuccessful callback attempts
Real-time Status Monitor in real-time the status of calls being serviced by iQueue Manager
 
Agent/Advisor Focus:
Agent Detection Ensures an agent is available and committed before customer is re-connected
In-Call Control Allow agents to control the status of calls using their telephone keypad
In-Call Rescheduling Re-schedule calls based on call status i.e. busy/voice mail/no answer
In-Call Classification Capture vital ROI data from within the contact centre
Agent Auto Accept Agents can accept iQueue Manager calls without keypad input
Message Playback Listen customer recorded name and short message pre-callback
Customised Whisper Alerts agents to specific incoming iQueue Manager calls i.e. product/line/type
 
Customer/Caller Focus:
Branded IVR Ensure iQueue Manager remains an integral part of your customer strategy
Callback Scheduling Enables customers to schedule callbacks (ASAP or Time/Date)
Message Record Allow customers to attach a short message to their callback request
Status Notification Keep customers informed and manage their expectations at all times

Also included with every iQueue Manager subscription:

Service Level Agreement - This is the most important part of choosing a service provider, the lowest price is not always the best if it means sacrificing speed, availability and support staff who know what they are talking about. iConnectel pride themselves on the highest levels of quality and customer service. iConnectel Service Availability has been a consistent 99.99% for the past three years and guaranteed this service level.

24X7 Support- iConnectel are committed to providing customers with the highest level of technical support and service levels in the industry today. iConnectel's technicians are experts in their field, not only keeping first-class client services standards but also providing friendly and quality technical advice whenever necessary.

 
Download the latest iQueue Manager Datasheet
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iQueue Manager Datasheet

iQueue Manager

 

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