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INBOUND VOICE INTERACTIONS

Call Queue

We’ve all been there—waiting on hold, tapping our fingers impatiently, and sighing with frustration while trying to connect with a customer service agent. It’s a universal annoyance that often leaves us feeling unheard and undervalued as customers. But thanks to the ingenious innovation of NobelBiz OMNI+ Call Queue Management tool, those days of endless waiting are now a thing of the past.

This groundbreaking solution is a game-changer for contact centers, revolutionizing the way they handle incoming calls. By efficiently managing call queues, it ensures that callers are promptly directed to available agents, minimizing wait times and maximizing customer satisfaction. With NobelBiz OMNI+ Call Queue Management tool, businesses can create a seamless and pleasant experience for their customers, leaving them with a lasting positive impression and building stronger, more loyal relationships.

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Call_Queue

One tool to customize and significantly improve the waiting experience of your clients.

goodbye to customer frustration with NobelBiz OMNI+. This powerful tool allows you to tailor and enhance the waiting experience for your valued callers. Through OMNI+, you can empower your customers by giving them the freedom to retain their initial position in the queue, implement intelligent Returning Caller rules, and even set priorities based on individual profiles.

With these customizable options at your fingertips, waiting in line becomes a seamless and pleasant journey for your clients, making them feel valued and appreciated every step of the way.

"If you'd like us to call you back and keep your position in the queue, press 1..." 

NobelBiz OMNI+ takes customer empowerment to a new level by offering the option to opt out while preserving their initial queue priority. This unique capability is achieved through the seamless integration of a highly customizable IVR (Interactive Voice Response) system with our advanced Call Queue Management system.

With OMNI+, callers are presented with a range of choices, allowing them to navigate the waiting process on their terms. By putting the power in the hands of the customers, businesses can foster a more positive and personalized experience, ensuring higher satisfaction and loyalty in the long run.

NobelBiz has the technology not only for today but for the next couple of years…
Eric Sims, CEO & Founder Leading Edge Communications

Returning Caller Bypass Rule

The Returning Caller Bypass Rule offered by NobelBiz OMNI+ is a brilliant solution to tackle the challenge of escalating calls in contact centers. With this user-friendly feature, businesses can prioritize returning callers who frequently reach out throughout the day. By setting a simple rule, such as three calls in a day, the OMNI+ system automatically bypasses subsequent calls from that number and places them at the front of the queue.

This not only reduces waiting times for loyal customers but also optimizes call handling for agents, ensuring a smoother workflow and improved customer satisfaction. By giving returning callers the attention they deserve, businesses can build stronger relationships, foster brand loyalty, and gain a competitive advantage in the competitive world of customer support.

With NobelBiz OMNI+, you can take control of your call queues, offer personalized service, and create a lasting positive impression on your valued callers.

Profile-Based Queue Priority

With NobelBiz OMNI+’s Profile-Based Queue Priority, contact centers can effortlessly enhance customer service. By using unique identifiers stored in the CRM, (like phone numbers, customer IDs, etc), the system automatically prioritizes specific client profiles in the inbound queue.

This personalized approach ensures that important customers are promptly attended to, resulting in improved satisfaction and loyalty. The feature empowers businesses to create a seamless and tailored experience, making customers feel valued and appreciated from the moment they reach out for support.

In addition to phone numbers, there could be several other unique identifiers that contact centers can use for Profile-Based Queue Priority with NobelBiz OMNI+. Some of these unique identifiers may include:

Customer ID

Assigning a unique identifier to each customer in the CRM allows the system to recognize and prioritize their calls accordingly.

Account Number

If customers have specific account numbers associated with their profiles, this can be used as a unique identifier to give them priority in the queue.

Email Address

Using email addresses as unique identifiers enables the system to identify and prioritize customers based on their email contact information.

Social Security Number

For certain industries or services that require heightened security and verification, social security numbers can be used as unique identifiers for prioritization.

Order Number

If customers frequently call regarding recent orders or transactions, their order numbers can be used to give them priority in the queue.

Membership ID

For businesses with membership or loyalty programs, the membership ID can serve as a unique identifier to prioritize members' calls.

Related resources

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Answering Machine Detection: A Call Center’s Game Changer
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Mastering Call Queuing: The Ultimate Guide to Efficient Customer Communications
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Mastering Skills-Based Routing: The Future of Efficient Call Management

Other NobelBiz OMNI+ Inbound Voice Features & Capabilities

text-to-speech
Text to Speech (TTS)
Text-to-Speech technology has so many use cases in the contact center space that we decided to integrate it within our contact center software solution out of the box.
Learn more
Automatic Call Distribution (ACD)
Automatic Call Distribution (ACD)
You can connect every call to your most qualified agents using customizable filters and skill-based routing technology—a simple tool to maximize the quality of your customer experience out of the box.
Learn more
dbr
Dynamic Routing
Imagine having an IVR’s capabilities transferred to virtually every single inbound channel, from email, SMS, or social media texting applications.
Learn more

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