New queue management feature provides better service to callers and reduces stress for contact centre staff
DXI, a leader and innovator in cloud contact centre solutions has today launched a new queue management service. EasyCallBack™ offers callers waiting in a queue the option to request a call back that maintains their place but they no longer need to spend time on the phone waiting. EasyCallBack automatically calls the customer back on their preferred number.
The launch of EasyCallBack comes hot on the heels of DXI winning a Gold Supplier Award from Contact Centre EXPO™. DXI has been recognised for its broad range of products and services that include Cloud Contact Centre, Predictive Dialler, Call Recording, SMS and IVR. Gold Award recipients have demonstrated a sustained commitment to product innovation, customer service excellence and improving the long-term competitiveness of the industry.
Jon Snow, Founder of Contact Centre EXPO commented; “I am delighted to welcome DXI to the Contact Centre EXPO top tier of UK suppliers. After a thorough review of the evidence submitted, DXI is confirmed as a Gold Award Supplier for 2015, joining the list of market leaders that we recommend to Contact Centre EXPO visitors. Many congratulations.”
EasyCallBack provides a highly flexible and yet easy to set up solution using intuitive workflows. Administrators can choose from a series of options for each queue, whether the EasyCallBack feature is switched on or off, and when it kicks in, for example, when there are a certain number of people in the queue.
Callers waiting in the queue hear their queue position, and when in operation, EasyCallBack is offered as an option. Callers simply dial 5 to register for a callback, which will come to the number they called from (their CLI) or an alternative, depending on the options provided by the system administrator.
Cathy McAuley, Head of Marketing at DXI commented; “EasyCallBack has been developed in direct response to our customers. This new feature enables contact centres and customer facing departments to manage call volumes during busy periods. It means that callers do not get frustrated because they are hanging on the phone, and contact centre agents are no longer bombarded with irritated customers, annoyed that they have been holding for so long.
“Using EasyCallBack organisations of every size are able to provide a better service to customers, while also looking after the welfare of their staff.”
EasyCallBack is part of the EasyContactNow service provided on a pay-as-you basis in the cloud by DXI, with no upfront costs. The solution is highly scalable and so suitable for any size of business, and is particularly good for customer facing departments such as internal Service Desks, Customer Support Centres, HR, Credit Control, and Facilities management.
DXI and BSkyB are finalists in the SDI IT Service and Support Awards for Best Implementation of an ITSM Solution. Winners will be announced on 22 April at the SDI Awards Gala Dinner to be held at the Hilton Metropole, NEC Birmingham.
NOTES TO EDITORS
About Contact Centre EXPO
The Contact Centre EXPO Gold Award was introduced in 2014 to recognise and promote those supplier organisations that make a positive contribution to raising the standards of the UK contact centre sector.
For more information please visit: www.contactcentreexpo.co.uk
DXI is a leading innovator in cloud communication services. Its usage-based ‘all you can eat’ business model offers the agility and flexibility to bridge the gap between traditional and new communication technologies.
DXI flagship products include;
EasyContactNow – next generation of Cloud based contact management that encompasses voice, email, SMS and webchat. Fully virtualised EasyContactNow can be deployed on telecom carriers Infrastructure as a Service (IaaS) and hybrid installations.
ContactAPI – integrate business workflows to create sophisticated solutions across locations and providers.
Working globally, with a diverse range of customers from start-ups to large scale enterprises, including ping360, Clicksco and BSkyB, the company is well placed to help organisations harness technology innovation to improve customer service.
For more information please visit: www.dxi.eu
Tel: 01491 639500