This post was originally published on this site
We are excited to announce two new additions to our Call Center as part of our 2024 initiative to expand Call Center capabilities. So far this year, we have improved the visual functionality for our listen/whisper/barge feature and added the Ring All ring strategy. We also added text-to-speech functionality that streamlines the process of audio creation for use in call queue menus.
This latest update introduces new and powerful audio configuration options for the on-hold experience and expands the number of dropout routes.
Enhanced On-Hold Audio Configuration: Say goodbye to the one audio file option! Call queues now offer a multitude of on-hold audio options that can be added, ordered, and arranged as you wish. Here’s what’s new:
- The Announce Caller Position option will inform users of their position in the queue, provide transparency, and manage expectations effectively.
- The Announce Call Wait Time option will announce approximate wait time to reduce caller frustration by minimizing the ambiguity of wait times.
- Add and Arrange Multiple Audio Files to ensure a diverse and captivating on-hold experience. Users can now add multiple audio files and then define their order of play.
Multiple Dropout Routes: In addition to White Label’s current capabilities which include overflow queues and limited dropout routes, impatient callers can now avoid long hold times by selecting from multiple dropout routes. Specifically, Partners can now configure up to 9 dropout routes per call queue, providing callers with more choices, reducing call abandonment rates, and further empowering your clients to offer tailored solutions that suit their unique business needs.
Learn more about White Label’s Call Center features, today! For non-partners, schedule a discovery call. For current partners, reach out to your partner development advocate for more information.