Call system queues calls by voice mail

Call system queues calls by voice mail

BY WILLIAM JACKSON | GCN STAFF

Microlog Corp. has added a new wrinkle to its flagship uniQue call center system: Callers can hold their place in queue with a voice message.

The modular uniQue platform from the Germantown, Md., company prioritizes and routes voice, e-mail and Web contacts to call center agents. It is in use at Walter Reed Army Medical Center in Washington, and the IRS is in the process of purchasing uniQue.

The voice message feature automatically informs on-hold callers of their place in line and the estimated wait time. A caller has the option of leaving a voice message rather than remaining on hold. The message is routed to a call agent after the caller hangs up, depending on the call center's routing rules.

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The caller can ask an agent to complete a transaction, return the call, or respond by e-mail or fax. The message option reduces the time callers spend on hold, thereby cutting the center's toll-free telephone costs.

UniQue modules work with the uniQue-IVR interactive voice response module, the front end of the call center, or with another open IVR system. Modules include the Relationship Manager for routing and reporting, a computer telephony interface, a real-time Web collaboration interface, a voice over IP interface, and e-mail and fax routing.

The price depends on numbers of modules and agents supported. A 100-agent system with all media types begins at $2,000 per seat.

Contact Microlog at 301-540-5500.

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