Webinar soundbyte from full webinar: RingCentral: Engage Voice Contact Center Demo
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Chris Frey: One of the things that our customer soften need to do is to pull a call from queue. So you're on the phone with a customer, they got disconnected or they call back and there's someone that you can see a call on queue of somebody that you recently helped, are you able to pull a call out of queue if you see them waiting?
Christopher DeLeon: Sure. So, that is essentially called cherry picking. With Contact Center we're looking to alleviate the need of cherry picking and automate the process as much as possible. So in ways of how we assist with that is we can have a direct number to an agent if they are doing a relationship type of communication with your customers.
Another way is if we're integrating into a CRM such as Salesforce, or Dynamics, and we have the information of, hey for this caller that's coming in, maybe it's Chris Frey, we see that one of our agents is assigned to that contact, we can route that call directly to that agent, so that Chris Frey is always dealing with that agent.
And we have a number of other ways to where, if someone is calling in constantly, we can set our IVR to recognize that and maybe route them to a supervisor or route them to someone that can definitely assist them route them to the front of the queue.
So we have a lot of ways to automate that process, so that your representatives can stay efficient when they're in there speaking to a contact, they don't have to be looking at the queue and saying, hey, I need to cherry pick this call or do I kind of remember that phone number. We want to alleviate that as much as possible.
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