AheevaCCS is the software we have counted to run our business for the last 10 years. They continue to deliver results and allow us to serve our customers well.
Ibrahim Mohktar, Wasla Outsourcing
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Efficiently route interactions with our Multi-channel AQD
The AQD functionality is a key component of the Aheeva platform. Using multiple criteria it constantly monitors agent status and quickly connects callers (and website chats)to the most qualified person. The end result is efficient call or chat resolutions, a better user experience which means happier customers.
Optimized routing of Caller to Agent
Faster response times to calls
Increased agent productivity
Streamlined business processes.
Improved customer satisfaction
Flexible queuing system that allows multiple criteria to be defined.
Skill-based routing sends calls to the most qualified agents
Agents can receive calls from multiple queues.
Configurable hold music and periodic announcements.
Virtual Hold automatically calls back customers when they are next in line.
Forced & non-forced call delivery.
Configurable call data delivery to agent.
Queue exit based on DTMF allows callers to be called back at a later time.