Fax Queuing

Fax Queuing allows your contact centre to treat faxes in the same way as they treat phone calls, faxes are queued, then delivered to the agent once they are available to deal with them. If the agent takes too long to respond to the fax, the fax will be delivered to the next available agent.

  • Treats faxes in the same way as you treat phone calls, faxes are queued, then delivered to the agent once they are available to deal with them
  • If the agent takes too long to respond to the fax, the fax will be delivered to the next available agent
  • Signatures on faxes are still the only electronic legal tender used by some organisation's
  • Fax Queuing gives the customer the option of committing to a sale with a confirmed, signed order
  • Fax is delivered to agents email viewer, i.e. Microsoft Outlook
  • Communication costs are lowered as callers no longer need to hold in a phone queue
  • Fax responses can be shared, and do not suffer from loss of meaning due to verbal inaccuracies
  • Faxes can be tracked, reported on and filed for later use
  • The number of faxes along with their details is displayed in the agents desktop software, however agents read the fax using their own email application
  • A fax number can have it's own delivery pattern or mode
  • All of the functionality, such as skills-based routing, reports, operating modes, etc. is available in Fax Queuing
  • Replying to faxes is more time efficient than the usual 3-step method of print, pick up and send fax, which often involves visiting a fax machine in another part of the office