In the Newbridge platform service center organizations can create customize routing scenarios that support the customer experience requirements. Within the queue configuration module the service center administrator can implement a basic or complex traffic routing configuration.
The Newbridge platform enables multiple DNIS numbers to be implemented to a queue and touch tone selection from callers. Each queue has multiple configuration features,the following provides a brief overview:
Standard Queue Configurations: Custom Queue naming, Queue Prioritization, Caller ID, Agent Whisper, Call Recording Settings, Time-of-Day scheduling routing, agent assignment, and custom dispositions
Advanced Queue Configurations: CRM Integrations, Custom Audio, Custom Messaging, Service Level configuration, Agent handle time, custom billing codes, API interfaces, custom script tools, Skilled Agent routing,
Newbridge offers our clients a comprehensive Cloud Service Center Solution with Inbound, Outbound, Blended, IVR, CRM and Payroll integration solutions. Newbridge melds managed customer experience solutions with the benefits of our state-of-the-art, customized technology.
How effective does your organization need to be and what client satisfaction rate is expected? Let Newbridge support your client service requirements and take your client service to the next level!