Experience Seamless Omnichannel Voice Call Transfers: The Long-Awaited Enhancements to External Number Transfers

Business Value

1. Streamlined Compliance: Our one-step call transfer process ensures that your business remains compliant with industry regulations. By simplifying the procedure, you reduce the risk of errors and improve overall communication quality.
    
2. Instant Transition: Agents will no longer have to go through multiple steps to transfer a call. With a single action, the caller is seamlessly moved to the desired external number. This reduces wait times and ensures a smooth customer experience.
    
3. Recording and Transcription Management: Choose whether you want your call transfers to be bridged or blind. Bridged transfers keep the recording and transcription intact, while blind transfers automatically stop recording and transcription, ensuring privacy and confidentiality as needed.
    
4. Direct Inward Dialing (DID): Agents now have the ability to specify a call forwarding number for their direct inward dialing assigned numbers, providing them with more control and flexibility.

Feature Details

Let's delve deeper into the feature details that make these enhancements so valuable:

 

1. One-Step Operation: With the new one-step call transfer, you can now quickly and effortlessly move a call to an external number. This streamlined process not only saves time for your agents but also enhances the overall efficiency of your customer service.
    
2. Bridged or Blind Transfers: Whether you need to maintain a record of the conversation or prioritize privacy, our enhanced call transfer feature has you covered. Choose between bridged and blind transfers to cater to your specific business needs. Bridged transfers ensure that recording and transcription continue seamlessly, while blind transfers automatically halt the recording and transcription process.
    
3. Call Forwarding for Direct Inward Dialing: Empower your agents with the ability to specify a call forwarding number for their direct inward dialing assigned numbers. This feature allows for more personalized and efficient call routing, ensuring that calls reach the right destination every time.

• Select the "Bridged Transfers" checkbox if you wish to maintain recording and transcription continuity when transferring the call to another agent. By choosing this option, the ongoing conversation with the external user as the primary agent will persist until the call between the external Teams user and the customer concludes.
   
• If the "Bridged Transfers" checkbox is unchecked, both recording and transcription will cease automatically once the transfer is initiated. Subsequently, the conversation transitions to the closed state immediately after the transfer.

Conclusion

In the competitive world of business, efficiency and compliance are essential. With our enhanced call transfer feature, you can now ensure both, all in a single, seamless step. Say goodbye to complicated call transfers and hello to a more straightforward and effective solution that caters to your business needs.

 

Whether you need to maintain recording and transcription, prioritize customer privacy, or streamline call forwarding for your agents, these enhancements provide a holistic solution for all your call transfer requirements. We are excited to see how these improvements will positively impact your business operations and enhance your customer service.

 

To experience and enable these improvements into your organization, contact our team today by submitting a nomination for the Omnichannel VNext Preview. This will allow you to delve into the possibilities and reap the benefits of our enhanced call transfer feature.