V2_Basic platform functionalities

• Wrap-up functionality (V2)
• Automatically assign tasks to agents (V2)

V2_Outbound Dialer

• Collecting the voice of your customers (VoC) or conducting professional surveys (V2)
• Nurturing high value opportunities (V2)
• Customer retention (V2)
• Debt collection and nurturing of old loan applications (V2)
• Logical architecture for dynamically handling call-back requests (V2)

V2_Scenarios for routing and handling incoming calls

• SMS, email or callback from IVR (V2)
• CRM automation triggerd with IVR/ call-bots (V2)
• Working with external outsourcing partners (V2)
• Change routing dynamically by factor time, availability and/or load (V2)
• Escalating incoming calls to another team (V2)
• Premium customer care: Ensuring phone SLA for VIP accounts (V2)

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V2_Integrating babelforce

• SMS to email or ticket (V2)
• Adding a voicemail to an email or ticket (V2)

V2_Mixed scenarios

• Call-backs for waiting customers (V2)
• Dynamic offering of integrated calls on website (V2)

Basic platform functionalities

These use cases give insights to the most basic functionalities offered by babelforce. They can be combined to more complex scenarios.

• Wrap-up functionality
• Automatically assign tasks to agents

Outbound Dialer

There is a lot you can achieve with the babelforce outbound dialer and in this section we want to introduce you to a few scenarios.

• Collecting the voice of your customers (VoC) or conducting professional surveys
• Nurturing high value opportunities
• Customer retention
• Debt collection and nurturing of old loan applications
• Logical architecture for dynamically handling call-back requests

Scenarios for routing and handling incoming calls

• SMS, email or callback from IVR
• CRM automation triggerd with IVR/ call-bots
• Working with external outsourcing partners
• Change routing dynamically by factor time, availability and/or load
• Escalating incoming calls to another team
• Premium customer care: Ensuring phone SLA for VIP accounts

See all 8 articles

Mixed scenarios

• Dynamic offering of integrated calls on website
• Call-backs for waiting customers

Integrating babelforce

Here we look at scenarios how babelforce can be integrated into your CRM, helpdesk or any other System of Record.

• SMS to email or ticket
• Adding a voicemail to an email or ticket
• How Zendesk CTI works with babelforce