Priority to Customers
Contaqt can also check the status of call queues, such as the number of calls waiting and the longest waiting call, and offer alternative routing to boost customer satisfaction during busy times; hence, eliminating the number of waiting calls in queues.
Conditional routing also enables your contact center to give priority to certain customers depending on information retrieved from the customer’s CRM system. This data-driven routing enables your call center to recognize VIP customers and give them priority in wait time.
Conditional routing can select personalized music on hold, offer supplemental services based on current services, change the default language, send agent notifications about upcoming call prior to bridging a call, and alter destinations of calls based on time of day or even day of the week.