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What is Buzzeasy?

Buzzeasy delivers advanced customer interaction solutions from the cloud which are designed to improve the customer experience and make every customer contact more productive.

These solutions are provided to organizations with a contact centre operation, and are complementary to existing contact centre platforms – both on-premise and cloud based.

Buzzeasy is a cloud solution, and can also be deployed in a hybrid mode, where elements of the solution are deployed on-premise (or in a third-party data centre) to make better use of existing PSTN connectivity and/or to allow more cost-effective SIP connectivity between Buzzeasy and the contact centre without PSTN break-out.

What's New in Buzzeasy?

 

Survey Capabilities

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titleSMS Surveys

SMS Surveys are an ideal solution for collecting instant feedback from your customers to help you understand their needs and improve your services.

You can ask a question with multiple choices (keywords) in a text message and collect the responses. For each keyword, you can choose to store the response for reporting purposes or to trigger a callback in addition.

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titleSurvey Creation

Creating an SMS Survey is quick and straightforward using Buzzeasy Online Portal. Instructions are described on the following link: Administration of Surveys

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titleSurvey Importer

Using Buzzeasy Portal you can easily import the phone number list to which the survey will be sent. Read more information in the Campaign Importer for Surveys article.

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titleSurvey Reports

You can monitor the survey response status by checking the real-time, summary or the itemized reports. More details are provided on the following link: Survey Reports

Callback Slots Templates

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titleCallback Slots Templates

You can now create and save Callback Slots Templates for your company that can be used and shared by multiple callback queues.

A Callback Slots Template defines the time intervals and the number of callbacks that can be scheduled within that timeslot.

Buzzeasy provides a wizard to help automatically generate the initial list of callback slots and their capacities. You can later modify the capacity of a timeslot, delete an existing timeslots and add a new one.

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Instructions are described on the following link: Administration of Callback Slots 2

April 2017

 

SMS Notifications for Callback Requests

Buzzeasy has introduced a number of exiting features using text messages to notify and confirm to users about their scheduled callback requests. It is also possible to offer the caller to request a new callback after a failed call.
 

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titleSMS Confirmation on Scheduled Callback Request

Buzzeasy sends an SMS confirmation on a successfully scheduled callback request. The message includes the appointment of the scheduled callback request.

Enable the function via the Notifications tab of the related Service Queue.

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Instructions are described on the following link: Service Queue Notifications

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titleSMS Reminder on Scheduled Callback

Buzzeasy sends an SMS notification on an upcoming scheduled callback request, so the customer will be aware of the call.

Enable the function via the Notifications tab of the related Service Queue and apply a time-frame for the reminder - the message will be sent according to this value before the scheduled callback happens. 

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Instructions are described on the following link: Service Queue Notifications

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titleSMS Notification on Failed Calls

Buzzeasy introduces a new method which allows following up on failed or missed callbacks. The system acknowledges these calls and sends a text message to the caller including a keyword which triggers the registration of a new callback request.

The failure campaign can be enabled within the related Service Queue via the Admin Portal. Simply enable it on any of the following tabs:

  • Call When Available
  • Schedule Call
  • EWT
     
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Instructions are described on the following link: Administration of Service Queues

A Service Queue needs to be attached to an SMS Campaign where all the necessary details are set.

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Instructions are described on the following link: Administration of SMS Campaigns

Email Notification on Failed Calls

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titleEmail Notification on Failed Calls

Buzzeasy introduces a new method which enable the follow-up of failed customer callbacks. The system acknowledges these calls and sends an email notification to a predefined mail group.

The Email Group needs to be set first which will be linked to the Service Queue.

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Instructions are described on the following link: Email Groups

Then these email accounts can be attached to the related Service Queue. Simply enable it on the Notifications tab and select the email group from the list.

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Instructions are described on the following link: Administration of Service Queues

Pacing Capabilities

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titleCall Pacing Capabilities

It is now possible to add call pacers to certain Service Queues where you wish to avoid an excessive number of inbound calls.

Set the capacity of the preferred Service Queues.

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Instructions are described on the following link: Administration of Call Pacers