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Scheduled Callbacks for Amazon Connect

Instead of making your customers listen to hold music while waiting for the next available agent, give them the freedom to choose a date and callback time convenient to their schedule.

Put Control in Your Customers’ Hands

TTEC Digital’s Scheduled Callbacks allow customers to schedule a return call from an agent at a specified date and time while using the Amazon Connect chat widget or on an automated voice call.

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Improve Customer Experience

Reduce wait time and give your customers control by allowing them to schedule a callback at their convenience.

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Increase Agent Efficiency

Allow agents to pre-program callbacks to occur during a time frame specified by the customer.

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Simplify Workflows

Automatically place customers in queue during the scheduled callback time and connect them with the first available agent.

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Personalize Customer Service

Personalize the messages your customers receive when scheduling their callback.

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Key Features

Customizable Date: Customize the length of the callback window and the number of callbacks within a specific timeframe to fit your agents’ needs.

Personalized Time Zone: Correct time zone automatically applied to each customer interaction.

Broad Time Slot Options: Offer up to 20 date and time slot options for customers to choose from.

Call Recognition: Auto-identify callbacks that have already been scheduled to avoid duplicating requests.

Confirmation Messages: Auto-send confirmation texts and reminder texts when the customer’s scheduled time frame occurs.

Why TTEC Digital

With over 40 years of experience as an industry leader and partnerships that span the world’s top technology providers, TTEC Digital is uniquely suited to address your toughest customer experience challenges. Our experts will provide actionable insights and recommendations at every step while our proven methodology will help you optimize your contact center operations, improve customer satisfaction, and drive business success.

Improve Customer AND Agent Satisfaction with Automated Chat for Amazon Connect

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