Customers are always directed to the most relevant resource according to your business rules, so agents don’t waste time transferring calls back and forth. This increases productivity and boosts customer satisfaction.
Skills based routing can be an important factor to your inbound calls, to handle high volume calls and free your agents time. This strategy is an enhancement to the ACD system.
Customers can customize and create own settings for skill based routing, depending on languages spoken, years or experience, department and many more demographics.
Intelligently route customers to agents based on various skills.
Advanced routing and distribution configurations including skills, data, and other conditions.
Match callers to the agents most qualified to meet their needs to increase customer satisfaction and first call resolution.