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May 27, 2023

We are bringing more features to our Campaign and Callback services, and progressing with our Agent user interface modernization effort.

Campaign and callback changes​

Additional phone numbers​

Supervisors create campaigns by uploading contact records using a template file that provides the data structure. This template now contains 3 additional phone number and their respective "tag" or label fields, but Buzzeasy supports up to 10 total phone numbers (and their tags) in a campaign record. This increases outbound CC projects as agents can decide to try reaching customers on different numbers, would initial attempts fail.

Register abandoned calls as callbacks​

Buzzeasy offers callback campaigns for customers who decide to use this feature while waiting in a queue. We now allow administrators to instruct individual callback campaigns to generate a callback record even for customers who did not opt to utilize this manually, but simply hung up during waiting. This benefits CCs who intend to reach out to most every customer who entered their queues.

Offer alternate number for callback​

When customers waiting in a queue are offered to file a callback request, we register this using the phone number they used for their inbound call. Buzzeasy now allows administrators to offer registering the callback request to an alternate number on a per campaign basis. This benefits customers who might not wish to be called back on the number they used for the inbound call, or who are calling with their numbers blocked.

New agent UI layout for campaigns​

As part of our push to renew our agent UI, we introduced a new campaign look & feel. And as part of that to add, edit and delete phone numbers, their tags as well as to set tag colors.

Customer details and activity history layout improvements​

  • Improved customer search, swap & merge. Agents can now view the history of a customer they wish to merge the current record with or swap to.
  • Color coding for activity history task results to show case relevant items easier.
  • Improved readability for the chat transcript by differentiating agent and bot messages through color

Other changes​

  • In the Buzzeasy Agent, channels listed for transfers are now filtered by the business unit of the conversation.
  • In the Buzzeasy Agent, image rendering is improved for email's inline images, CID images are now displayed properly.