Smarter callbacks with availability-aware scheduling CCaaS APIs
Callbacks are a valuable tool for improving customer service by reducing wait times and increasing satisfaction. Dynamics 365 Contact Center's CCaaS APIs enable the creation of intelligent callback workflows that respect customer preferences. The CCaaS_CreateProactiveVoiceDelivery API allows scheduling callbacks within a customer's preferred time window using key parameters like DestinationPhoneNumber, ProactiveEngagementConfigId, ContactId, Windows, and InputAttributes. Real-world applications of callback scheduling include website callback widgets, mobile app click-to-call, chatbot escalation, and voice AI agent deflection. By combining availability checks with scheduled callbacks, businesses can deliver timely and efficient callbacks while optimizing customer service representative utilization.
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