Smarter callbacks with availability-aware scheduling CCaaS APIs
Callbacks are a powerful way to reduce wait times and improve satisfaction. They allow customers to choose when they want to be contacted, eliminate the frustration of long hold times, and help contact centers manage customer service representative (CSR) workloads more efficiently. When implemented thoughtfully, callbacks can increase first-contact resolution, reduce abandonment rates, and improve overall customer trust and loyalty.
With Dynamics 365 Contact Center’s CCaaS APIs, you can build intelligent callback workflows that respect customer preferences.
Scheduling the callback with CCaaS_CreateProactiveVoiceDelivery
You can use this API to schedule the callback within the customer’s preferred time window.
Key Parameters:
- DestinationPhoneNumber: Customer’s phone number.
- ProactiveEngagementConfigId: Reference to the runtime configuration.
- ContactId: CRM contact ID.
- Windows: Preferred callback time slots.
- InputAttributes: Optional JSON for personalization.
Sample Request:
{
"ApiVersion": "1.0",
"ProactiveEngagementConfigId": "cbbac510-3e66-ef11-a671-6045bd03d9d8",
"DestinationPhoneNumber": "+123456798",
"ContactId": "761e062f-c734-ef11-8e4f-00224808a166",
"Windows": [
{ "Start": "2024-09-10T13:00:00Z", "End": "2024-09-10T15:59:59Z" },
{ "Start": "2024-09-11T13:00:00Z", "End": "2024-09-11T15:59:59Z" }
],
"InputAttributes": {
"type": "callback",
"customerNotes": "my printer is mixing colors"
}
}
Real-world applications of callback scheduling
Website callback widgets
When a customer visits your support or contact page, a callback widget can offer immediate or scheduled callback options based on business hours and queue configurations.
Mobile app click-to-call
In industries like banking, insurance, or healthcare—customers often request help from their mobile app. Instead of routing them to a potentially long queue, the app can offer a “Call me now” (if it determines that the CSRs are available) or “Schedule a callback” option.
Chatbot escalation
When a chatbot reaches the limits of its capabilities, it can offer a callback instead of transferring to a live CSR. The bot can schedule the callback using the proactive voice delivery API.
Voice AI agent deflection
With CCaaS APIs, your IVR can detect when queues are full and offer a callback option to customers if the wait times are high.
By combining availability checks with scheduled callbacks, you can deliver callbacks that are timely, efficient, and customer friendly while optimizing CSR utilization.
Learn more
To learn more, read the documentation: Use CCaaS_CreateProactiveVoiceDelivery API.
The post Smarter callbacks with availability-aware scheduling CCaaS APIs appeared first on Microsoft Dynamics 365 Blog.