All interactions — inbound, outbound, calls, emails, social media — placed in a single unified queue. Prioritised, skill-matched, and delivered to the right agent at the right time.
All contact centre interactions, regardless of origin (inbound or outbound) or channel (calls, emails, tweets, Facebook or WhatsApp messages) are placed in a single unified queue. It checks for parameters such as priorities and required skills to ensure that each interaction is handled at the right time by the most appropriate resource.
Inbound calls are given higher priority than outbound calls to prevent customers from waiting in the queue. Customers can also be differentiated — if a calling customer is VIP, that customer will be placed ahead of others.
Blend different types of media, including from different campaigns, in one unified queue to keep agents optimally utilised.
Ensure all interactions are distributed at the right time to the most appropriate resource, improving productivity and guaranteeing SLAs.
Monitor interaction volume, skill profile requirements, and contact centre performance to continuously improve operations.
Book a personalised demo and discover how unified queuing can maximise your agent productivity.