Spanlink Top Customer

Reducing Hold Times for Top Customers

Spanlink Top Customer enables you to give designated customers prompt attention without making them wait in long call queues. This contact center software is a customized IP-IVR or CVP script that moves designated customer calls to the top of the call waiting queues within your Cisco Contact Center Enterprise solution. Managing call center queues can be extremely important in retaining your top customers.

Requirements
  • Cisco Contact Center Enterprise
  • Cisco Agent Desktop 7.2 & higher
  • Mircosoft SQL database-holds Top Customer data

How it Works:

When a customer calls they provide a data string –an identification number or user ID, for example. Using this data string, the IP-IVR or CVP script makes a database call to the Microsoft SQL database and the database indicates which customers are considered “Top Customers.” 

The database used by Spanlink Top Customer should be maintained by the enterprise, giving you complete control over who is and who is not a Top Customer and allows for proper queue management. Commonly used parameters include the amount of business or revenue that a customer generates or the number of times they call in.  Changes to this database can be done quickly and on-the-fly by a trained SQL administrator.

If the caller’s inputted identification matches an entry in the Top Customer database, the caller is flagged by the IP-IVR or CVP script. Once flagged, the caller is moved to the highest priority in the call waiting queue. Interested in reducing hold times for your top customers?

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Customer Case Study

Prior to deploying its Cisco Enterprise Contact Center solution and Spanlink Top Customer a large nationwide transportation company, had agents answering calls in the order in which they were received. By answering calls this way, they experienced a 2.9 percent disconnect rate.

Today, after implementing this queue management contact center software, agents are immediately notified when a Top Customer is in queue which has decreased abandon rates and increased revenues. Since deploying Spanlink Top Customer, the company has retained 100 percent of its top customers and reports significant customer satisfaction improvements.