The Abandoned Call Handler for PureConnect is a specialized solution designed to address the issue of inbound calls that are disconnected by callers before reaching an agent. By effectively managing these abandoned calls, the system enhances customer experience and operational efficiency. Key Features and Functionality: - Callback Offerings: Provides callers with the option to receive a callback, reducing frustration associated with long wait times. - Wait Time Information: Informs callers about estimated wait times, setting clear expectations and improving satisfaction. - Customizable Thresholds: Allows configuration of wait time thresholds and automatic transfer behaviors to align with specific business needs. - Reporting and Analytics: Offers detailed reports on caller behaviors and system performance, enabling data-driven adjustments and improvements. Primary Value and Problem Solved: The Abandoned Call Handler for PureConnect addresses the challenge of high abandonment rates in call queues, which can negatively impact customer satisfaction and brand perception. By offering callbacks and providing wait time information, the system reduces caller frustration, improves first contact resolution, and optimizes agent utilization. This leads to a more efficient contact center operation and a better overall customer experience.