Aheeva - Inbound

Inbound

Provide Outstanding Customer Satisfaction and Increase Sales

Intelligent call management empowers your agents to spend their time helping and selling instead of transferring calls and looking for files.

Increase customer satisfaction, taylor your offer and improve overall agents productivity.

Give your customers fast access to information with IVR options.

Agent immediately focuses on customer’s needs with his file on screen.

Re-written call scripts reduces training time and improve up-selling and cross-selling at strategic moments.

Accurately route calls by matching customers’ needs with the skills of available agents
Increase the effectiveness of marketing campaigns by providing agents with customers’ profiles and preferences
Control the queue load by monitoring call levels and staffing

Control the distribution of call as per your business rules by reallocating them to different queues.

Define business rules to control call distribution

Pick calls as part of a call automation policy
Build customized routing scripts to automatically send calls based on priority and agent skills required
Prioritize based on call conditions such as telephone number, calling time, and calling date
Send calls to timed queues
Forward calls to available agents
Assign calls as needed: by agent, by group, or by a particular skill
Take agent status into consideration: ready, not ready, waiting, wrapped up, outbound call, inbound call, logged out, on conference, dialing or on hold

Access all the routing scripts you need

Create detailed routing scripts with the powerful user-defined C++ application
Take advantage of over 125 Asterisk IP-PBX applications including say text-to-user, set language, and authenticate user
Revise routing scripts as often as needed

Provide voice-assisted self-servicing

Allow your customers to access your database using a touch-tone keypad or Interactive Voice Recognition (IVR)
Collect and record customer responses to prompts
Reduce the calls to agents by offloading requests for information such as the address and business hours

Capture service and productivity data

Monitor queue delays, wrap-up time and not-ready duration
View live statistics and historical data
Use statistics to improve routing by counting calls for each script and collecting queue data based on call properties and agent information

Segment your customers