Lower Call Abandonment Rates With Callback Queuing   Call queuing is a feature that allows callers to virtually wait for their turn to speak with an agent. The system facilitates call centers with a proper method to manage a huge influx of calls efficiently. Basically, the call queuing features follow the rule of first come …

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Advanced Call Forwarding Feature One of the important and core features of the IVR system is call forwarding. Sometimes, it’s required for the call center agents to forward incoming calls to another agent who is more skilled in that particular area. Traditionally, all the calls were forwarded to a specific number set by the operator …

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