Espera – Real Time

Provide important real time call waiting information for Microsoft Lync Response Groups/Queue. Espera is Spanish for "Waiting"

Why having Real Time calls waiting information is important?

Should agents continue to converse with valuable clients and start offering additional services……or
Should the agent efficiently and politely complete the current call and move promptly to the next call?
Espera's real time waiting information ensures the agent makes the right choice every time
For callers who have been waiting longer than normal the agent knows the actual waiting time prior to answering the call, can be more sympathetic to change their greeting to "I am sorry you had to wait so long – how can I assist you today?"

Espera Real Time is an integrated part of Microsoft Lync

Espera allows you to use the powerful call routing options within the standard Lync product and get the important calls waiting information directly from Lync so avoiding the need to install an expensive separate add-on product.

Also of benefit to non Response Groups staff

Many people within the organization may be interested in the standard of service their callers are receiving at any moment in time. This is especially so in sales organizations, service organizations and some organizations where there is a stress factor associated with potential callers. Espera is available to supervisor and managers who can monitor the performance of queues while in their office.

Espera – Real Time

Why having Real Time calls waiting information is important?

Espera Real Time is an integrated part of Microsoft Lync

Also of benefit to non Response Groups staff

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