Is there functionality within the IVR or Talk, for the end-user to enter an external number? When the customer then selects the option and enters the external number, they are automatically transferred to their desired destination? See example below:
Option 1 - Support = End-user is directed to an available agent
Option 2 - Contact Third party team - Enter number to be direct = End-user presses option 2 but then has the option to enter the number of the desired person they wish to contact. The end-user is then diverted to this number. A ticket will not be created in Zendesk.
Option 3 - Help = End-user is directed to leave a voicemail (or an agent) for a ticket to be created etc.
This is a very high-level example, but I hope it explains my goal.
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