Intelligent Call Routing Strategies
ProtoCall One has experience gained over several years of helping clients to deliver intelligent call routing strategies. The solutions adopted tend to fall into three areas:
- 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 - where call centres have a single resource queue for managing inbound calls, email and web chat. New work requests are pushed to the next available agent based on skill profile. An example 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 counsellors via web chat, text message and email
- Customer Profile Routing - the most sophisticated type 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
Genesys intelligent routing enables companies to focus on their most high-value customers while ensuring a better, more consistent, and rewarding dynamic customer engagement experience for all of their customers.
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.
The Genesys SIP solution enables a virtual contact centre across the entire organisation, eliminates the need to duplicate equipment at each location, and overlays the existing infrastructure to minimise cost. It also allows flexible SIP migration of an organisation at one office or an agent at a time without disruption to customer service.
Reduce call volume
Another part of your Intelligent Call Routing strategy is to develop a call avoidance strategy - the first step to help reduce your calls. You need to recognise that a potentially significant proportion of calls add no value to the customer or to your organisation.
Gensys hosted contact centre service
For the call centre manager requiring the benfits of the Genesys platform and flexible growth and pre-set cost there's
ProtoCall One G-Cloud™
which quickly delivers the power of Genesys without any upfront investment. So, as you can see, ProtoCall One offers a powerful combination of features that full enables intelligent call routing.
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