When all agents are busy, route phone calls to the intelligent call queue. Agents can prioritize answering calls by value, request urgency or customized business rules. Real-time statistics allow agents to make intelligent decisions when answering calls from the queue, enabling a quick response to your most valued customers.
Use a standard message to greet customers in the queue or record your own customized greeting. Choose from many music options so each queue experience is unique.
Intelligent Call Queues
Talkdesk’s intelligent call queues allows agents to answer calls based on predefined business rules, wait time or customer value. Agents can monitor queue status as well as advanced call center statistics so they can make more knowledgeable and effective decisions.
Allow customers to leave a voicemail if they prefer not to wait in a queue. With voicemail transcription and notifications, agents can quickly respond to the message.
Queue to Queue Transfers
Once a call is answered by an agent, they can seamlessly transfer the caller to another queue if all agents in the next department are busy (ex/ from Sales to Support).
Define limits for your queues so callers are automatically redirected to voicemail once this limit is reached.