Ultra enhances its cloud contact centre services portfolio

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Ultra Communications announced two additions to its product suite: Callback Manager and The Ultra Customer Survey

The Ultra Callback Manager

When contact centres experience high inbound call volumes, customers often have to wait an unusually long time to be answered, resulting in caller frustration and low customer satisfaction. During these difficult periods, organisations can now offer callers the option of a callback at a later time using the new Ultra Callback Manager service.

After being played the callback message, customers can request a callback by pressing a single button on their phone keypads. The system picks up the Calling Line Identification (CLI) number associated with the call and offers to call the customer back; it doesn’t require the customer to enter the number they wish to be called back on (unless they’re withholding it when dialling).

These requests are automatically scheduled into the Ultra outbound calling queue for the appropriate organisation or campaign. They can be made freely available to any contact centre advisor assigned to a particular campaign or sent to a specific advisor to provide continuity for the customer.

The Ultra Customer Survey

The Ultra Customer Survey enables callers to access and complete automated customer surveys over the phone using interactive voice response (IVR) technology. The application is easy to use from any phone, as well as quick, effective and user friendly. Using automated phone-based surveys, organisations can quickly and cost-effectively collect customer feedback on campaign effectiveness and service quality, and gain ideas for service enhancements.

Robert-Bates

Robert Bates

“We are delighted to announce these important enhancements to our portfolio of network-based technology services”, said Robert Bates, Commercial Director, Ultra Communications.

“Ultra is committed to building, in-house, a world-class ‘Evergreen’ technology platform that supports our clients’ current and future requirements by taking on the latest software capabilities. The vast majority of our new service capabilities – including the Ultra Callback Manager and the Ultra Customer Survey – are provided at no extra cost to existing Ultra service users.”

Author: Jo Robinson

Published On: 14th Nov 2012 - Last modified: 22nd Mar 2017
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