Mindful Features List
Receive a callback when the next agent is available.
The customer can schedule a callback for a later date or time.
Schedule a callback directly with a specialist or account owner.
Reserve an agent before launching the customer callback.
Launch the customer side of the callback before bridging the call with an agent.
Define the callback experience offered to customers based on business hours, holidays, or after hours.
Callbacks can be scheduled with a queue or agent skillset, or with a specific individual.
Offer customers the option to request an ASAP or Scheduled callback directly from a digital channel.
Use questions to map customer intents to the correct business unit to register an ASAP or Scheduled callback.
Collect intents and display links to additional channels and self service, like virtual assistants, chat bots, and web pages.
Callback double check
Automatically check a phone number to see if a callback is already scheduled before offering another one, alleviating repeat calls and abandonment.
Customers engage in text conversations with agents or representatives.
Customers can transition from voice to text or text to voice seamlessly and without losing context.
Agentless messaging automations look for keywords to trigger a workflow such as registering or canceling a callback.
A confirmation text confirms a callback has been registered, regardless of whether the callback was registered via voice, digital, or SMS.
Fifteen minutes prior to the callback launch, the customer receives a text to remind them of their pending callback.
After the customer completes their callback, text a follow-up message that links to a survey, your social media, or other cross-selling options.
If the customer misses their callback and retries, give them the option to reschedule via text.
Bird’s eye view of Mindful performance for all call targets in your organization.
Real time and historical reporting on customer experience metrics such as punctuality and wait time.
Access high-level breakdowns for all Mindful interactions, and drill down into individual interaction details.
Whether your deployment is large or small, our Implementation team oversees every detail of the design and execution. The team leverages best practices and technical expertise to ensure a smooth implementation.
When you need advice on how to achieve KPIs or overcome marketplace challenges, business consultants are here to help. VHT business consultants are equipped with the strategies and experience to help you achieve your business objectives.
We succeed when you succeed. Our Customer Success team empowers you with best practices, wellness data, and relentless advocacy to make sure you get the most out of your solution.
If you ever have a problem, the Support team is here for you 24/7, every day of the year. Our best-in-class support is equipped with the expertise and know-how to help you with any issues that may arise.
Training and education
Whether you’re looking for a high-level intro or feature deep dive, our Training team is ready to deliver a hands-on and engaging learning experience.
Genesys, Avaya, Cisco
Mindful integrates with nearly any telephony infrastructure, on-prem or cloud.