Hold, wait, commands from outside: what’s new in 5.8

There are situations when it’s better to mute the microphone (say, you are an agent and ask a colleague or supervisor) but it might be troublesome because of no such button on the headset or the softphone minimized to the system tray.

For example, this often happens in bank contact centers: no place for a softphone in the software interface so it’s working in the background. Likewise, it may be a situation when you are to hold the call and then unhold it — we bet, secretaries of the world do confirm.

That’s why we’ve added a protocol handler for mute/unmute and hold/unhold commands: now such actions are possible right in the interface of the program you’re working with. Softphone.Pro saves the world again makes work easier :)

Let's not forget about good client experience. For instance, a secretary from the above-mentioned example puts a call on hold and gets back to the conversation… say, a minute after — is it too much or not? First of all, how will you know the time of the hold? Quite simply: now this info is sent to the Team service, a supervisor’s dashboard. And then you decide: either “Just do it quick” or “Let the whole world wait” :)

And one more time about time: we’ve also added a special parameter which monitors the time taken for the answer for inbound and outbound calls. In other words, how long clients or our agents waited while someone at the other end says hello. That’s important both for business units in charge of service level and unit economics as well.

Get the 5.8 version, enjoy and delight your agents and clients 💙

YOU MAY ALSO LIKE

Help Knowledge Base

Help Download Softphone.Pro 5.8

Blog Automatic unhold, selective BLF, DTMF, Cisco XML: welcome 5.7

Blog Welcome Softphone.Pro 5.6

---