Routing
Whether you have call centers, sales and support teams or individual users with different skill sets, the ability to route calls to groups or users based on criteria such as time-of-day, skills or round-robin is critical providing a great customer experience.
Why Is This Important?
Many businesses have one or multiple call centers that service different time zones. Or you might have staff with specific training, experience or language skills suited to different customer needs. The ability to seamlessly connect customers to the right resource to answer their questions or solve their problems is key to delighting customers and growing revenue.
Skills Based Routing
Connect callers to the right agent based on the time of day they are calling, language selected, type of product or need they identify.
Efficient Call Distribution
Our intelligent call routing will be configured to distribute calls so that some agents are not handling the bulk of your calls, while others are idle.
Quick Responses
If agents are offline or busy the system can hunt for the next available agent that meets the callers criteria.This ensures all calls are being answered quickly.