UniCBM™ Callback management

Callback Manager for Cisco® Contact Center

Empowers your callers to choose when, and how they want to connect 

Overview – An intuitive callback management solution for your customer service centers to end long hold times for callers during peak call hours. UniCBM™ addresses the choice of dealing with dissatisfied customers versus the cost of adding staff to meet service goal levels by providing caller in queue to leave their number and receive callback at a preferred time.

UniCBM™ generates callback and attempts to reach the caller at the earliest or at their preferred time effectively. Callers who opt for callback enjoy the seamless interaction and better resolution to their queries. This not only reduces missed opportunities but also provides meaningful collaboration and conversation that strengthens existing relationships.

Functionalities

Enhancing User Experience

Enable your customers to request callbacks at their preferred time. Through this value-added service, callers can quickly and seamlessly interact with your contact center to get the support they need. Thus making it easy for your customers to work with you. 

Improving Contact Center Operations

Provides added assistance to your contact center staffing and productivity shifting customer interactions during peak calling times to the non-peak times when your agents might be less productive. 

Web-based Administration

An easy to use application which allows to configure the solution and specify the desired performance parameters and options.

Features

  • Maintain real-time queue positions
  • Capture customers unique id
  • Customizable call flows for capturing call back requests
  • CTI integration to effectively handle customer queries
  • Configurable business hours, holidays, and time slots for call back
  • Designed specifically for automating callbacks on behalf of groups of agents or individual agents.
  • Process callback requests from multiple sources
  • management preview dial campaigns, call back schedule, plus real-time and historical reporting

Why Choose Consilium UniCBM™ Callback management

Reduced call abandoned rates

Reduces Agent idle time

Saves caller with Toll charges while waiting on hold and Optimized staffing and productivity

Datasheet

Check out how Consilium's UniCBM™ Callback management helped to achieve better ROI on operations.