What is Call Queuing?

Are You Using Your Existing Call Queuing Capabilities to Unlock Significant Cost Savings?

Many organizations face the challenge of handling large call volumes while ensuring a positive customer experience. Long wait times, misrouted calls, or even missed calls can lead to customer dissatisfaction and potential loss of business. Traditional Contact Center solutions often involve investing in expensive agent licenses and complex administrative setups. However, this is where the existing call queuing capabilities of modern communication platforms come into play, providing a more streamlined and cost-effective solution.

For example, Microsoft Teams Call Queues, Cisco UCM Queues, and Webex Group Call Management features provide a “waiting room” experience for callers. These call queue features allow for specific call routing for when the number of calls received exceeds internal capacity. Advanced call queue capability makes it easier and less costly to support high call volumes and supports robust caller experience features like announcements and hold music.

Let’s explore call queuing, and how its full potential can be unleashed, particularly when paired with advanced analytics.

Key Benefits with Your UC Platform’s Existing Call Queuing Capabilities:

  1. Significant Cost Savings for CIOs, CTOs and CFOs: Many companies realize significant cost savings by combining queue capabilities from their calling platform with ISI’s Queue Analytics.  This replaces costly contact center agent licenses that are currently deployed with a simpler more cost-effective solution. See how a Retailer migrated to Queues from Avaya Contact Center
  2. Easier to Maintain for IT/Voice Teams: Call Queues are often simpler to set up and manage compared to full-fledged contact center applications. The call queuing capabilities available from most UC platforms address most call routing requirements for each line of business. When speaking to IT/Voice Teams, we’ve heard, “Call Queues have improved dramatically over the last few years, which has allowed us to simplify our call center deployments. Complex call routing stays with our Contact Center and everything else gets a queue with ISI Queue Analytics.”

The choice between queue and contact center applications depends on factors such as the organization’s size, call volume, budget, scalability requirements, and the complexity of call routing and handling needs. Organizations with straightforward requirements may find that hunt groups meet their needs effectively, while enterprises with more complex needs may benefit from the advanced features provided by contact center applications.


What is Call Queuing?

Call queuing is a telephony feature that manages incoming calls by placing them in a line, or queue, to be answered in the order they were received. This system is crucial for organizations that experience high volumes of calls. The traditional image of call queuing is associated with Contact Centers, but with the advent of advanced telecommunication platforms, such as Cisco UCM, Webex Calling, and Microsoft Teams, call queuing capabilities are now integral to a broader range of business communications.

Call Queuing Features in Modern Communication Platforms

Platforms like Cisco UCM and cloud-based solutions like Webex Calling and Microsoft Teams offer call queuing functions. These systems allow businesses to manage call flows more effectively without the need for specialized call center infrastructure. Callers are placed in queues, with options for custom announcements and music, ensuring they remain engaged while waiting. This functionality is pivotal in providing a professional caller experience and managing call traffic efficiently.

The Power of Queue Analytics

The real game-changer in call queuing is the integration of queue analytics. Solutions like ISI Queue Analytics take the existing capabilities of these communication systems and elevate them to a new level. Enhanced analytics provide deep insights into call queue performance, caller behavior, and agent efficiency. This data is crucial for businesses to understand their call traffic patterns, identify bottlenecks, and optimize their customer interaction strategies.

Key Benefits of Enhanced Call Queue Analytics:

  1. Improved Caller Experience: Analytics help in identifying peak calling times, average wait times, and call abandonment rates. This information is vital in staffing decisions and optimizing queue management, leading to reduced wait times and a better caller experience.
  2. Increased Operational Efficiency: By analyzing call data, organizations can streamline their call handling processes, allocate resources more effectively, and improve overall operational efficiency.
  3. Cost-Effective Solution: Enhanced analytics provide call center-like insights without the need for expensive agent licenses or complex administrative setups. This approach is particularly beneficial for small to medium-sized businesses or departments within larger organizations that need advanced call handling capabilities without the associated high costs.

Call queues are vital to getting more out of your UCaaS Platform

Call queuing is more than just managing a line of waiting callers; it’s about enhancing the customer experience, optimizing operational efficiency, and harnessing the power of data. With the advanced capabilities of modern communication platforms and the integration of enhanced analytics like those offered by ISI, organizations can achieve a level of insight and efficiency previously reserved for high-end call centers. It’s time to explore the potential of call queuing and step into a new era of business communication excellence.

Seeing Is Believing: Request a Demo

To truly understand the transformative power of enhanced call queue analytics, seeing a demo of ISI Queue Analytics is invaluable. This demo can showcase how seamlessly the system integrates with existing communication platforms and how it can provide actionable insights. Organizations can witness firsthand how analytics can uncover hidden patterns, improve caller experiences, and lead to smarter decision-making. To learn more, connect with us today.