Is your customer worried about increasing number of abandoned calls? No worry.. :)
You can handle the abandoned calls very well in Genesys.
All you need to do is pay me some 100,000 £ (lol)..
To handle abandoned calls you have to first create a strategy that would have the business logic as required to handle abandoned calls. For example, to add the caller’s number to the callback list, or send a mail alert to the supervisor that your golden customer was left alone on the streets i.e., abandoned :). What next? Yes you have to execute this strategy in case of abandoned. For this use the function OnCallAbandoned[strategy name] , which sets the strategy to be executed if EventAbandoned is received..
Now you will be happy with appreciation mails from customer..lol..
Cheers!!
Gururaj S
Hi,
ReplyDeleteM working in genesys field, but i can't understand ur thoughts. Can u explain strategy and where is it?
Hi Sundaram,
ReplyDeleteThe strategy has to be created with a business logic that will handle the abandoned calls. For example, the strategy could send out a mail to the concerned person with all the details of the call that was abandoned. Once the strategy is created, we can invoke that whenever a call is abandoned using the OnCallAbandoned fuunction.
Please let me know incase you need further clarification.
Regards,
Gururaj S
can you provide a step by step detail of implementing the call abandon strategy?
ReplyDelete