CX is the main focus of each of Kakapo Systems' recent updates. I know this because I've have written on Kakapo's flagship solution, Unity Contact Center for over six months now. Recently, Steve Tutt, Kakapo Systems' Marketing Director told me about their newest customer-centric feature, Call Back Queues.
Call Back Queues enable agents to call customers back using their BroadSoft extension. This occurs after customers request a callback on the company's website. Tutt told me, with Kakapo's latest feature, they hope to foster more positive customer service experiences.
Call Back Queues by Kakapo Systems
Call Back Queues allow contact center managers to place a 'call me back' widget on their website. When customers enter their name and number, Kakapo's platform queues a callback request. It then routes the call to the most qualified agent. Tutt offered an expanded explanation:
"Our Cloud solution extends easy set-up for customers, and the entire process only takes a few minutes. They can copy and paste the JavaScript into the websites they want, and the widget goes live immediately"
"Kakapo even offers reporting, routing, and configuration options for any contact center environment."
Contact center agents can use existing BroadSoft solutions with Call Back Queues, which rely on BroadSoft's extension for ACD Agents or Hosted PBX. Agents can also multi-task by taking both inbound ACD and outbound callback queues, Tutt shared.
A Broader Conversation
Kakapo's recent feature update is a part of a broader conversation they feel is important to have. They say Digital Transformation is changing customer expectations, and I agree. According to Tutt, 'we cannot meet these behavioral changes through traditional customer service media.' All this creates the basis for how contact centers best meet customer demands.