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.
Improve the customer experience
Reduce wait time and give your customers control by allowing them to schedule a callback at their convenience.
Increase agent efficiency
Allow agents to pre-program callbacks to occur during a time frame specified by the customer.
Simplify workflows and routing
Automatically place customers in queue during the scheduled callback time and connect them with the first available agent.
Personalize customer service
Tailor the automated messages your customers receive when scheduling their callback.
Key features
- Flexible callback windows: Set the length of callback windows and limit the number of callbacks per timeframe to fit your team’s capacity.
- Automatic time zone detection: Ensure callbacks are scheduled in the correct time zone for each customer.
- Multiple time slot options: Offer up to 20 date and time slots for customers to choose from.
- Smart call recognition: Automatically detect already scheduled callbacks to prevent duplicates.
- Automated confirmations: Send confirmation and reminder texts when the scheduled callback time approaches.
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.
Drive better conversations with less effort
See how Scheduled Callbacks deliver better outcomes for customers and agents alike.