What is Automatic Callback?

Automatic callback is a feature of an IVR system that allows a caller to choose to be called back rather than wait on hold in the phone queue. When an agent becomes available, the system will call the customer and when they answer, they are connected to the agent. Some IVRs also offer the option to the caller to set an appointment, so that they receive the callback at a time they designate. Call centers can configure this feature to be offered to callers when the hold time reaches a certain threshold.

What are the benefits of automatic callbacks?

Automatic callbacks can have a positive impact on the customer experience by giving callers the option to not wait on hold for a long time. Therefore, companies that use this feature typically see an increase in customer satisfaction, as well as a positive impact on their abandon rates and average wait times. Automatic callbacks can also affect the bottom-line, specifically by lowering telecom charges. After all, telecom charges accumulate for every second a caller is in the IVR. Customers who use automatic callbacks disconnect and therefore stop the clock on phone charges.

In today's experience economy, offering automatic callback is just one more way businesses’ can acknowledge the value of their customers’ time and position themselves as a company that’s easy to do business with.

How NICE can help

NICE CXone is the market leading call center software in use by thousands of customers of all sizes around the world. Our software suite includes an IVR with an automatic callback feature. CXone is a cloud native, unified suite of applications designed to help a company holistically run its call (or contact) center operations. CXone includes:

Omnichannel Routing – routing and interaction management that empowers agents to positively and productively interact with customers in digital and voice channels. These solutions include an automatic call distributor (ACD), interactive voice response (IVR), interaction channel support and proactive outbound dialer.

Workforce Optimization – unlocks the potential of your team by inspiring employees' self-improvement, amplifying quality management efforts to enhance customer experience and reducing labor waste. These solutions include workforce management (WFM), quality management (QM), recording, and performance management (PM).

Analytics – turns insights into results by making data relevant, easy to consume and actionable to drive measurable improvements and understand the omnichannel experience customers receive. These solutions include interaction analytics, customer surveys, reporting and performance management.

Automation & Artificial Intelligence (AI) – leading-edge, intuitive technology that eliminates mundane tasks and speeds resolutions of customer issues for better business outcomes. It provides self-service, agent-assisted and fully automated alerts and actions.

CXone also includes pre-defined CRM integrations and UCaaS integrations with most leading solutions on the market. These integrations provide a holistic call center software solution capable of elevating customer experiences for companies of all sizes.

CXone provides an intelligent, unified suite of applications covering the breadth of contact center management disciplines, simplifying administration and streamlining the user experience.