Yeah, it’s a feature dubbed “queued callback”. Saves your place, it’s a pretty common request. Customers like Delta, Intuit, Pacific Life, Citibank, Dyson, all use the platform I build (Amazon Connect) and do stuff like that.
Problem is, no one answers a call from an unknown number these days. Some phones are getting smart enough to recognize the number and show that it’s a business, though that’s more anecdotal evidence from my personal device (Pixel Fold with Google Fi carrier).
As someone who is also a phone system admin, if you had an older system, that feature was a pretty expensive feature to add on. We never purchased it because to buy what was needed to do it would’ve costed a ton. We did recently switch to a cloud pbx a few months ago and the one advantage I’ve seen is most of the high end features seem to be more readily available and cheaper when bundled with their packages so we finally got a lot of these options. RIP are the days of on prem systems.
I guess my point is I would imagine a lot of places still use older systems possibly and will wait as long as possible before upgrading and probably do not have the call back feature.
That’s a good point, a lot of people are still on old Avaya or Cisco systems and it was expensive to do that. A lot of cloud providers now don’t charge anything for it.
Yup, we were Avaya. Once Covid started, we looked into finally getting WFM and other features like this because we were a place that directly increased call volume due to covid but were unable to keep up with the amount of concurrent calls. We wanted to use the call back feature to help the agents who were overwhelmed and wouldn’t be able to get a large increase in help anytime soon. Especially since we knew these levels would only be temporary as well. In the end, it was not approved.
Yeah, it’s a feature dubbed “queued callback”. Saves your place, it’s a pretty common request. Customers like Delta, Intuit, Pacific Life, Citibank, Dyson, all use the platform I build (Amazon Connect) and do stuff like that.
Problem is, no one answers a call from an unknown number these days. Some phones are getting smart enough to recognize the number and show that it’s a business, though that’s more anecdotal evidence from my personal device (Pixel Fold with Google Fi carrier).
Hold for me and call screening on the pixel is amazing. It’s so much better than any other feature available on any other phone.
As someone who is also a phone system admin, if you had an older system, that feature was a pretty expensive feature to add on. We never purchased it because to buy what was needed to do it would’ve costed a ton. We did recently switch to a cloud pbx a few months ago and the one advantage I’ve seen is most of the high end features seem to be more readily available and cheaper when bundled with their packages so we finally got a lot of these options. RIP are the days of on prem systems.
I guess my point is I would imagine a lot of places still use older systems possibly and will wait as long as possible before upgrading and probably do not have the call back feature.
That’s a good point, a lot of people are still on old Avaya or Cisco systems and it was expensive to do that. A lot of cloud providers now don’t charge anything for it.
Yup, we were Avaya. Once Covid started, we looked into finally getting WFM and other features like this because we were a place that directly increased call volume due to covid but were unable to keep up with the amount of concurrent calls. We wanted to use the call back feature to help the agents who were overwhelmed and wouldn’t be able to get a large increase in help anytime soon. Especially since we knew these levels would only be temporary as well. In the end, it was not approved.