First call resolution Virtual Agent Wait times 
Balto
MARCH 3, 2025
Smart routing systems direct complex issues to skilled agents while resolving simple queries automatically. This creates a more efficient workflow and reduces customer wait times. This reduces wait times and improves first-call resolution rates. Increased efficiency is another major benefit.
SmartAction
NOVEMBER 22, 2023
Conversational AI helps them out of what seems to be an endless cycle of button pressing and voice prompts to connect them immediately with a virtual agent. Customers receive fast, accurate responses, reduced misrouting, and reduced wait times. Plus, customers don’t get annoyed by having to repeat themselves.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Noble Systems
JUNE 26, 2020
Most cloud-based IVR platforms also provide the flexibility to add advanced options, including skills-based routing, intuitive tools for building menus and routing paths, virtual agents, self-service, payment processing, surveys, and speech analytics.
Balto
MARCH 17, 2025
Modern analytics platforms examine everything from call volume patterns to customer sentiment. They identify peak periods when high call volumes occur, helping managers allocate resources more effectively. These systems can also detect when wait times exceed acceptable thresholds and alert supervisors in real-time.
aircall
NOVEMBER 4, 2016
Your agents’ only tool is their desktop computer, and even that isn’t written in stone. For instance, a VOIP business phone system matches a session to every agent, so they can work from different computers, even remotely or from home. Studies show that computer-telephone integration r educes the average length of a call.
Hodusoft
JANUARY 5, 2022
This also enables less urgent but important calls to be handled first, with the help of call assistants. For companies with established virtual agent programs, scaling up support is critical. Optimize existing virtual agent environments with prioritized intents, 24/7 activation, and routing based on urgency.
Hodusoft
JANUARY 5, 2022
This also enables less urgent but important calls to be handled first, with the help of call assistants. For companies with established virtual agent programs, scaling up support is critical. Optimize existing virtual agent environments with prioritized intents, 24/7 activation, and routing based on urgency.
Expert insights. Personalized for you.
52 
Let's personalize your content