Research from Datamonitor indicates that by employing voice automation solutions, call centers can reduce labor costs by up to 15%. RingDNA delivers on the promise of efficiency, increasing agent productivity, enabling call centers to operate more efficiently with fewer hands on deck.
RingDNA’s suite of voice automation features includes:
Advanced Call Routing – Set up routing rules based on time, geolocation, campaign and even keyword. RingDNA also offers skills-based routing in order to connect callers with the most suitable agent rather than simply the next agent available.
Automatic Call Distribution (ACD) – Reduce hold-time and increase agent utilization by 15% by ensuring that customers are evenly distributed to qualified agents.
Salesforce.com Integration – Gain instant access to a customer’s Salesforce record and review their sales history. Each call automatically logs an activity in Salesforce and updates customer information for later use.
Interactive Voice Response (IVR) – Operate a leaner-and-meaner call center by offering self-service options. IVR technology enables customer self-service, freeing agents to tackle more complex customer service issues. Capture critical customer data with IVR to further enhance agent productivity.