Through Flow Call Deflection you can re-route the calls to different self-service systems or digital channels automatically based on specific customer requests. Call deflection helps to reduce the number of calls and optimize the bandwidth of the agents in contact centres, help desks or other areas of business for critical inbound inquiries. Khoros Flow supports call deflection for different scenarios.
This article explains the different scenarios to deflect calls that are supported by Khoros. You can either use a Pre-call deflection or an In-call deflection based on the scenarios.
Pre-call deflection guides the customers to a messaging channel for inquiries before making a call. There are different ways this can be achieved:
To implement the Pre-call deflection you need an established digital messaging channel for customer support. It should be aligned with your business’s channel strategy or customer journey for optimal results.
With In-call deflection, you can deflect the customer’s call to messaging channels when they try to place a call. For example:
In-call deflection can be done at any moment during an ongoing call:
Khoros Flow is flexible in terms of the use case; when to provide the call deflection option for the customers.
To implement In-call deflection the following is necessary:
For configuring the IVR there are different options or scenarios situations:
Connecting to existing (legacy) IVR: There are two distinct ways to provide call deflection with existing IVR setups:
Flow supports Smart IVR technology that can be used to design and build an IVR tree with messaging bots. The Flow IVR can be either connected directly to a phone number or by receiving a SIP trunk. Flow leverages Twilio as a hosted SIP trunk solution. You can use the Flow IVR for the following use cases:
The following channels can be supported for deflection:
Through Flow Call Deflection you can re-route the calls to different self-service systems or digital channels automatically based on specific customer requests. Call deflection helps to reduce the number of calls and optimize the bandwidth of the agents in contact centres, help desks or other areas of business for critical inbound inquiries. Khoros Flow supports call deflection for different scenarios.
This article explains the different scenarios to deflect calls that are supported by Khoros. You can either use a Pre-call deflection or an In-call deflection based on the scenarios.
Pre-call deflection guides the customers to a messaging channel for inquiries before making a call. There are different ways this can be achieved:
To implement the Pre-call deflection you need an established digital messaging channel for customer support. It should be aligned with your business’s channel strategy or customer journey for optimal results.
With In-call deflection, you can deflect the customer’s call to messaging channels when they try to place a call. For example:
In-call deflection can be done at any moment during an ongoing call:
Khoros Flow is flexible in terms of the use case; when to provide the call deflection option for the customers.
To implement In-call deflection the following is necessary:
For configuring the IVR there are different options or scenarios situations:
Connecting to existing (legacy) IVR: There are two distinct ways to provide call deflection with existing IVR setups:
Flow supports Smart IVR technology that can be used to design and build an IVR tree with messaging bots. The Flow IVR can be either connected directly to a phone number or by receiving a SIP trunk. Flow leverages Twilio as a hosted SIP trunk solution. You can use the Flow IVR for the following use cases:
The following channels can be supported for deflection:
Through Flow Call Deflection you can re-route the calls to different self-service systems or digital channels automatically based on specific customer requests. Call deflection helps to reduce the number of calls and optimize the bandwidth of the agents in contact centres, help desks or other areas of business for critical inbound inquiries. Khoros Flow supports call deflection for different scenarios.
This article explains the different scenarios to deflect calls that are supported by Khoros. You can either use a Pre-call deflection or an In-call deflection based on the scenarios.
Pre-call deflection guides the customers to a messaging channel for inquiries before making a call. There are different ways this can be achieved:
To implement the Pre-call deflection you need an established digital messaging channel for customer support. It should be aligned with your business’s channel strategy or customer journey for optimal results.
With In-call deflection, you can deflect the customer’s call to messaging channels when they try to place a call. For example:
In-call deflection can be done at any moment during an ongoing call:
Khoros Flow is flexible in terms of the use case; when to provide the call deflection option for the customers.
To implement In-call deflection the following is necessary:
For configuring the IVR there are different options or scenarios situations:
Connecting to existing (legacy) IVR: There are two distinct ways to provide call deflection with existing IVR setups:
Flow supports Smart IVR technology that can be used to design and build an IVR tree with messaging bots. The Flow IVR can be either connected directly to a phone number or by receiving a SIP trunk. Flow leverages Twilio as a hosted SIP trunk solution. You can use the Flow IVR for the following use cases:
The following channels can be supported for deflection: