More often, customers and potential clients turn to internet and Web to find information or make inquiries. Web callbacks is an efficient way to reach out to these customer when they are on your web-site. If they are looking for more specific information or wishing to talk to a specialist within your contact center, web callbacks are the way to go. This reduces the need for the customer to call your contact center and wait on queues to make an inquiry. It also enhances customer experience when they avoid traversing the IVR and call flow just to to wait in the queue for the next available agent.
Modern ACD provides skills based routing with queue prioritization. An important part of unified communications is the availability of Web services API, that allow web-sites to insert callback information right into the most appropriate queue. If the web-site is well designed with adequate filters, it is a simple task to identify the most appropriate queue and insert the callback information into it.
With call center software offering unified communications to handle different media types including Web, Chat and E-Mail, there is little distinction between voice calls and other media types, as far as skills based routing is concerned. The control over which calls get handled at what priority is governed by the queue setup, their priority and skill-sets.
Next generation IP contact center software like Q-Suite provides these functionality, out of the box.