Eliminate customer frustration from delays and transfers with intelligent call routing
Every call is an opportunity to make a great impression
Connect customers to the right agent at the right location to provide the best possible experience. Every time.
Intelligent call routing evaluates and optimizes inbound calls to match customers with agents based on:
​
-
Available skills required to handle each call
-
Call queue size
-
Workload distribution
-
Distribution per certain schedules
-
Status of networks and systems
-
Contractual obligations such as traffic distribution
Capture and unify data for better first call resolution
Automatically. In real time.
​
Intelligent call routing can access all systems engaged in customer service programs and retrieve user-defined KPIs that are critical for evaluating the performance of agents and locations to determine their ability to process service requests.
The system collects, aggregates, and unifies raw data to deliver consistent, categorized information that is usable for the next stage of processing. The unified data is organized for optimum presentation and use by network administrators.
Decision-making made easy
The AI-driven decision-making engine analyzes all KPIs and data against user-defined rules to automatically route calls to the best location. Actionable knowledge generated throughout the customer journey is used to further analyze and improve routing decisions.
And it just gets better over time as rules are continuously calibrated using Machine Learning.
Maintain the exact amount of control you want
Sometimes you want systems completely automated and sometimes you want to maintain greater control. Intelligent call routing gives you the option to automate the entire process or set manual controls to verify and approve the decision and routing actions. A complete audit trail of actions performed is available through historical records.
Access a full library of standard or customized interfaces with network routing devices, ACDs and other networks and systems in order to implement routing changes.
Standard and customized actions at your fingertips
Contact Us
Want to learn more information about intelligent call routing solutions or schedule a demo?
​
Just complete this form and one of our solution specialists will contact you shortly.