Outbound Call Center Featured Article

http://unified-communications.tmcnet.com/

By Calvin Azuri
TMCnet Contributor

Full Avaya (News - Alert) DevConnect Compliance has been secured by Sabio CallBack. The application now provides comprehensive integration and interoperability with Avaya Voice Portal. Sabio is a specialist contact center and unified communications systems integrator.

An innovative web-based application, Sabio CallBack provides a powerful value-added virtual queue capability. Organizations with existing Avaya Aura Communication Manager and Avaya Voice Portal platforms will find this capability useful.

Sabio CallBack’s seamless integration with today's core Avaya voice and CTI (News - Alert) platforms has been confirmed by the application securing full Avaya DevConnect Compliance. A fully-compliant way of adding a Virtual Queue capability has been therefore provided to the organizations. The choice of a call back when contact centres are unavailable can be therefore provided by the organizations to their customers.

In a release, Robert Scutchings, head of applications at Sabio said, "Sabio has a proven track record in designing and delivering complex contact centre applications for Avaya customers, and we're delighted to strengthen our Avaya Applications offering by securing full DevConnect (News - Alert) Compliance for our powerful Sabio CallBack solution."

According to Scutchings, a cost-effective way is provided to improve overall customer satisfaction levels to the organizations. At the same time, organizations are able to manage delay contact until agent capacity is available.

Scutchings continued, "Achieving full Avaya DevConnect Compliance ensures that organizations can confidently add our specialist CallBack solution, safe in the knowledge that the application has been officially verified for interoperability with Avaya Voice Portal, Avaya Aura Communication Manager and Avaya Application Enablement Services."

Customers can choose to either stay in the queue or accept a CallBack option during a queue announcement with Sabio CallBack. The customer's position in the queue is then maintained by the application. As soon as an agent is available, the customer is again reconnected.

The Sabio CallBack application adopts a premise-based model unlike more expensive hosted call back offerings. In order to save on costly trunk charges to a hosted provider, the application keeps calls and their details within the network. No further programming is required as Sabio CallBack is completely web-enabled.