Advanced Callback Software for Contact Centers

Integrating advanced callback software and virtual queuing technology to maintain customers' position in queue and schedule intelligent callbacks.
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Automatic Callbacks

Scheduled by time or position

Manual Callbacks

Prioritized by urgency level

Queue Management

Advanced CTI-derived algorithms

Trusted By

Leading enterprises across the globe.

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FreedomQ Benefits

With great callback technologies and features, Call Centers can transform their operations

Typical ROI achieved in less than one year

See immediate returns on your investment with proven cost savings and efficiency gains.

Improves customer satisfaction and loyalty (CSAT)

Keep customers happy by eliminating frustrating hold times and providing better service.

Reduces the number of repeat callers

Resolve issues more effectively, reducing the need for customers to call back.

Boosts agent productivity

Free up agents from routine tasks so they can focus on more complex customer needs.

Make automated outbound calls

Automate callbacks so agents don't have to manually dial customers.

Lowers abandoned call rate

Keep customers engaged with callback options instead of losing them to long wait times.

Strategic queue management technology

How FreedomQ Automatic Callback Works

Automatic Callback Software for Your Customers

FreedomQ offers your customers the option to receive a callback based upon the time they arrived in queue. Queue wait times are provided by a CTI-derived algorithm.

1

Monitors the queue(s)

Watches for hold times that reach an unacceptable length

2

Advises callers

Informs callers of hold time and asks if they'd like FreedomQ to hold their place in line

3

Prioritizes callers

Moves callers to the head of the queue when they are next in line

4

Automatically places outbound call

Connects customer when it's their turn - integrates with Primas CX omni-channels

Callback Software - Virtual Queuing Software

Additional Features

  • Schedule callbacks for later date and time
  • Integrates with Primas CX omni-channels
  • CTI-derived algorithm for accurate wait times
Manual Callbacks for Urgent Situations

Prioritized callbacks based on urgency level - particularly useful in healthcare environments dealing with emergency situations

Manual Callback Software

FreedomQ provides the ability for callbacks to be prioritized based on the urgency of the call. This functionality is particularly useful in healthcare environments dealing with emergency situations.

1

Voice mail or text required

Queues require either a voice mail or text describing the issue

2

Configurable wait time

Callers are presented with a configurable wait time (within 2 hours)

3

Dashboard prioritization

Voice mails converted to text and presented on a dashboard for prioritization

4

Manual or automatic callbacks

Callbacks initiated manually one at a time or automatically in prioritized order

URGENT

Emergency callback - Patient experiencing chest pain

ETA: 5 minutes

NORMAL

Schedule routine check-up appointment

ETA: 2 hours

Integration

Connect with tools you already use.

Proven Results

Customer service may be the only differentiator in a crowded competitive world. Differentiate your contact center with FreedomQ.

97%
Customers said they would use callback service again
93%
Agents said callback made their jobs easier
< 1 Year
Typical ROI achievement timeline
100%
Elimination of customer hold time complaints
"One of the top 3 customer complaints about contact centers is being kept on hold. FreedomQ eliminates this issue by giving your customers the option of a future call back."
Frequently Asked Questions

Get answers about our consultation services.

Learn more about our services, the implementation process, and how we can work with your existing systems.

FreedomQ is automated callback and virtual queuing software that preserves a caller’s position in queue and schedules callbacks either automatically or manually.

Contact centers across industries—especially healthcare, utilities, insurance, and government—seeking to reduce hold times, lower abandoned calls, and improve CSAT.

  1. Monitors queue hold times using CTI-derived algorithms.
  2. Notifies callers of expected wait and offers a callback while retaining their queue position.
  3. Prioritizes callers when they are next in line.
  4. Automatically places the outbound call when it’s their turn (can integrate with Primas CX omni-channel).
  5. Optionally lets callers schedule a callback for a later date/time.
  • Callers leave a voicemail or text describing their issue.
  • The system presents an estimated wait time (configurable within a 2-hour window).
  • Voicemails are converted to text and combined with text messages on a prioritization dashboard.
  • System replies via text with revised wait times.
  • Callbacks are then initiated manually or automatically in prioritized order.

30-Minute Free Consultation.
No obligations.

On your call, you’ll discover how you can use AI customer service to:

  • Increase efficiency with intelligent automation
  • Enhance your digital CX across channels
  • Empower your human agents with AI-powered assistance
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Talk To Our Experts

Schedule your free, personalised demo at a date and time that works for you

Talk To Our Experts

Schedule your free, personalised demo at a date and time that works for you