Attended transfer

What is Attended transfer?

Customer care software attended transfer defines the ability of the call transfer from one customer care agent to another. Attended transfer is a common feature in customer care software. This feature enables customer care agents to pick up, reject or simply not answer the call transferred from another agent.  

In most cases, customer care software allows companies to audit the principle for the attended transfer. Companies can have all different sorts of call technology integrations, and based on the channel priority the set of transfer rules can be changed.  Set of rules on which the transfer principle works will be designed by the Account administrator and aligned to customer care strategy of the company.