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After the call is placed with an agent and before the call is connected, the agent is provided with speech information on the caller, depending on the information captured, such as the callers identify, if know from the CLI, the requirements based on automatic attendant choices, and time waited.
This means that rather than just saying "Hello, how can I help you?", the Whisper Tones has alerted the agent to the fact that the caller has been in queue for longer than the target period and selected assistance with valet services. The agent can therefore answer "Mr Jones, I'm sorry we have kept you waiting, how can I help you with your application for our car valet service?"
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