We have recently had Televoice install a CTI system to provide screen pops when callers dial in through their IVR, and we are experiencing delays of up to 50 seconds between when a screen pop appears and when the call is finally presented.
What the customer hears after the option is chosen to Speak with a rep is as follows: The customer hears the normal message “You have reached the Home Loan Servicing Center…” the phone rings 5-6 times then the Rep answers the call as normal.
What the CSR hears is this: The screen pop appears and then a beep or noise that a call is coming thru and then dead air. Their phone display states ‘Held for 0’ and the timer is not moving. 46 seconds later the customer is available for the Rep to talk to and the timer starts.
Any ideas what might be causing this? Televoice claims it's not them, but I disagree. I could not find any similar cases on Nortel's knowledge base.
Thanks,
Michael
What the customer hears after the option is chosen to Speak with a rep is as follows: The customer hears the normal message “You have reached the Home Loan Servicing Center…” the phone rings 5-6 times then the Rep answers the call as normal.
What the CSR hears is this: The screen pop appears and then a beep or noise that a call is coming thru and then dead air. Their phone display states ‘Held for 0’ and the timer is not moving. 46 seconds later the customer is available for the Rep to talk to and the timer starts.
Any ideas what might be causing this? Televoice claims it's not them, but I disagree. I could not find any similar cases on Nortel's knowledge base.
Thanks,
Michael