Intelligent Call Routing Strategies
ProtoCall One have experience gained over several years of helping clients to deliver intelligent call routing strategies. The solutions adopted tend to fall into three camps:
- Virtual Call Centres - where calls are shared across multiple sites leading to better response times and higher resource utlisation. Good case study examples are Job Centre Plus and TUI - both of which have been recognised as award winning operations.
- Intelligent Work Queue - this is where centres have a single resource queue for managing inbound calls, email and webchat. New work requests are pushed to the next available agent based on their skill profile. The best example here is The NSPCC where they have transformed ChildLine from a telephone only service to a true multi-channel proposition where young people can now communicate with counsellours online, via text message and by email.
- Customer Profile Routing - this is the most sophisticated - where the latest innovation is to perform Customer ID and Verification whilst the caller is queuing - best done using speech recognition - and then route the call based on the customer's profile and preferences to the most appropriate resource pool.
Intelligent Call Routing Technology solution
At the heart of these solutions is the
Genesys contact centre technology. The advanced routing built into the Genesys Customer Interaction Management (CIM) platform can help businesses deliver more efficient and effective enterprise-wide customer service by always routing the call to the right resource.
It doesn’t matter if the customer contacts you by phone, email or web chat, the routing rules allow you to prioritise the customer routing strategy based on criteria such as business value, agent skills availability, and channel cost to serve. Another advantage is that the customer relationship history and Last Agent information is automatically kept up to date – even when call needs to be transferred.
So, as you can see, ProtoCall One offers a powerful combination of features that full enables intelligent call routing.
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