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inbound call management

Effective Uses of IVR Menus for Inbound Call Management

/ For Call Centres, Interconnect

An IVR (Interactive Voice Response) Menu is an inbound call management feature that allows an organisation to automatically filter their inbound calls to the call centre agents that are best equipped to deal with a specific customer query. This is achieved by playing an announcement message to the caller, which provides them with a number of options, and also instructions on how to choose a specific option. For example:
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What Is Automatic Call Distribution (ACD) and How Does It Improve the Efficiency of Inbound Call-Management?

/ For Call Centres

Automatic Call Distribution can be summarised as a portfolio of call management features that work seamlessly to deliver inbound calls to the call centre agent that is best placed to deal with the call. When you consider the costs associated with the operation of a contact centre within a very competitive marketplace, it is of critical importance to maximise the efficiency of the contact centre. The summaries below provide an indication of the type of Automatic Call Distribution features are available in the marketplace today, along with the type of efficiency savings that contact centres can expect to make by using them.
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