Debesis / Knowledge base / Inbound
Incoming calls and requests.
Inbound refers to incoming contacts — customer calls to the hotline, incoming emails and forms.
In inbound, reachability, short waits and correct routing matter. Key metrics are ASA, abandonment rate and FCR.
For inbound, Debesis combines IVR or the AI voice assistant, ACD with skill-based routing, queues with call-back and documentation in ticketing.
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