Current Location ：
Long hold times are a top frustration for callers—often leading to abandoned calls and lost business.The"Call Back"feature solves this by allowing callers to request a return call from the next available agent or team member,eliminating the need to wait on hold.Redstone Systems incorporates a user-friendly"Call Back"feature into its REX Series IP-PBX and VoIP ecosystem,transforming how businesses handle high call volumes while keeping customers satisfied.
Redstone’s"Call Back"feature is designed for simplicity and convenience.When a caller reaches a busy line or call queue,they are presented with an option like,“All agents are currently assisting other customers.Press 1 to request a call back,or stay on the line.”After selecting the"Call Back"option,the caller enters their phone number(or it’s automatically captured via AutoCLIP)and hangs up.The system then places the request in a priority queue,and the next available agent receives a notification to return the call—ensuring a prompt response.
For businesses,Redstone’s"Call Back"feature delivers tangible benefits.It reduces call abandonment rates,as callers no longer have to endure long holds.This is especially valuable for call centers,financial institutions,and hotels,where customer inquiries often require immediate attention.The feature also optimizes agent efficiency:instead of managing multiple callers on hold,agents can focus on active calls,then follow up with"Call Back"requests in order.
Redstone’s"Call Back"integrates seamlessly with other VoIP features to enhance the experience.It works with call logging tools to track"Call Back"requests,including date,time,caller number,and resolution status—providing insights for performance analysis.For multi-site businesses,the feature can route"Call Back"requests to the nearest or most appropriate branch,ensuring local support.It also syncs with mobile extensions(NewLync app),allowing agents to return calls from anywhere—improving flexibility for remote teams.
Reliability is a cornerstone of Redstone’s"Call Back"feature.Powered by Redstone’s stable Linux-based IP-PBX,it ensures"Call Back"requests are never lost,even during high call volume or network fluctuations.The system’s redundancy features(dual power,network ports)guarantee uninterrupted service,so callers can trust their request will be fulfilled.
Managing Redstone’s"Call Back"feature is intuitive via the UMS platform.IT teams can customize the"Call Back"prompt,set priority levels for requests,and configure notification settings(e.g.,email,SMS alerts for agents).This flexibility allows businesses to tailor the feature to their specific needs—whether it’s a small office handling a handful of calls or a large enterprise managing thousands of inquiries daily.
For businesses looking to reduce hold times,improve customer satisfaction,and optimize agent productivity,the"Call Back"feature is a game-changer.Redstone’s solution delivers a seamless,reliable experience that keeps callers engaged and your team efficient.
Redstone Systems, Inc. founded in Delaware, USA in December 2002, has been the ODM vendor for many well-known communications companies, serving the Southeast Asian market. In 2020, Redstone Systems will begin to return to the North America market with its self-developed brand.
Redstone has a complete product line of intelligent voice gateways, providing IP-PBXs, analog VoIP gateways (FXS/FXO), digital VoIP gateways (E1/T1), border appliances, and session boundary controllers (SBCs).
With advanced technology in digital signal processor (DSP), speech coding and speech processing, as well as efficient operational tools such as cloud remote management, auto provisioning, Redstone gateways are widely used in markets of enterprise communications, cloud communications, call centers, operators’ IMS/SIP trunks, bringing users friendly, efficient and reliable communication experience.
For more information about Redstone, You can follow us on Facebook, Linkedin, and Youtube to be the first to get the latest news.
