Where to offer callbacks (Mindful vs. ACD)

Summary and impact

Mindful Callback should perform the callback offer whenever possible, rather than your contact-center solution (ACD). Mindful performing the callback offer expands reporting capabilities and provides insights into callback acceptance rates.

Reporting is hindered considerably when the offer is made outside of Mindful, since we lack accurate acceptance-rate stats in that scenario.

Components involved


Platforms and products involved	Features and capabilities involved	Supported integrations
Mindful	Callback	All

Additional notes

There are technical considerations that could result in the callback offer being done outside of Mindful. For example:

PSTN Integrations
Integrations that do not support SIP REFER
Integrations where the IVR interacts with Mindful via API

Advantages of Each Option


Offer in Mindful	Offer on Your ACD
Reporting is enhanced with accurate acceptance-rate statistics Able to offer diversion to SMS messaging	No need to route calls to Mindful and back again for choose-hold scenarios

To learn more, see the following resources: