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Aspect Communications is releasing its Scheduled Callback solution, which gives customers the option to receive return phone calls from the contact center they called, instead of waiting on hold. The first company to pilot the solution is Cox Communications, a provider of telecommunications products and services. The Fortune 500 company has been working with Aspect to jointly develop the product, which is currently hosted on one server and servicing four contact centers in Cox's enterprise network.
"We were looking for a way to creatively deal with incoming call volumes that were spiked or event-driven," says Joel McGinley, director of customer care technology at Cox. "We wanted to deal with the problem without keeping customers on the phone for a long time, and this gives us the ability to do that."
If a customer's wait time exceeds a predefined time limit, say two or three minutes, the system can automatically trigger a message to play, warning customers of the expected wait time and then giving them the option to remain on hold or have the system call the customer back when the line becomes available. Customers simply press the appropriate key on the their touch tone phone, then enter their phone number.
Although no implementation schedule has been determined, McGinley expects Cox to roll out the service to all 23 of Cox's call centers. He says that besides decreasing telephone costs, the solution will also bolster Cox's already high customer satisfaction rating, because "you're empowering the customer." www.aspect.com
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