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Callback Assist

Provide callers the option to receive a callback

The Avaya Callback Assist (CBA) application gives your callers the option to have an agent call them back rather than wait on hold when your contact center is experiencing peak volume. The caller will receive a callback as soon as an agent becomes available.

Features

Avaya Callback Assist helps you increase satisfaction and boost client loyalty by:

  • Improving clients experience by giving them another option for interacting with the contact center
  • Decreasing call abandon rates for clients who choose not to wait on hold
  • Increasing client satisfaction by reducing wait times
  • Enhancing the ability of existing staff to handle peak call volumes through traffic leveling
  • Saving toll charges associated with callers waiting on hold

Designed For

Contact centers using Avaya enhanced Automated Call Distribution (eACD)

Requirements

Avaya eACD

Rates

$415 monthly charge per CBA menu/skill

Get Started

To request that a UIT staff member contact you to provide more service details, discuss your needs, and help you implement the service, submit a Help request.

Get Help

To report a problem, submit a Help ticket.

Last modified May 9, 2018