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It then delivers connects / “Hellos” to a single agent or group of agents in a pre-determined algorithm. Ensure your network is built to spec for VoIP and CCaaS solutions. Implement strategies like call routing, automaticcallbacks, and skill-based routing to minimize call wait times and keep customers happy.
Automaticcallback. Automaticcallback (AKA virtual queuing) allows customers to request a return call if the contact center’s current line is busy or if no agent is available. Voice over Internet Protocol (VoIP). This is distinct from SaaS, which is more likely to be billed flexibly than ASP software.
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