Overview
Route callers through a visual IVR to the right queue and offer virtual hold callbacks to cut abandonment.
Problem
Ad-hoc forwarding and a single shared line lead to long wait times, misroutes, and high abandon rates.
Solution
VoiceLink provides a drag-and-drop IVR, skills-based routing, priority rules, and a callback queue with schedule windows.
How it works
Define business hours, create queues by skill (billing, tier-2), attach an IVR with language menus, then enable virtual hold callbacks after a wait-time threshold. Supervisors can tune priorities live.
Who is this for
Support/Ops Lead
Contact Center Admin
Expected outcomes
- Lower abandon rates with virtual hold
- Faster time-to-answer via skill routing
Key metrics
Abandon rate
Baseline
14 %
Target
5 %
Average speed of answer (ASA)
Baseline
120 seconds
Target
35 seconds
Gallery
Downloads & templates
Case studies
FinServe cuts abandons by 58%
Callbacks + skill routing reduced abandons and improved CSAT.
Financial Services Mid-market NA
Security impact
- Call metadata (numbers, timestamps), recordings if enabled · PII: yes (phone numbers, voice)
Compliance
- Two-party consent support
- Data residency & retention policies
- SOC2 controls
Availability & next steps
Team
Business
Enterprise