skills-based call routing

(redirected from Skills based routing)
Also found in: Wikipedia.

skills-based call routing

A call center feature that switches the call to the agent most capable of helping the caller at that moment. The caller is identified by Caller ID or voice response and matched against a caller database. The typical criteria that control the switching process are previous agent/customer relationships, agent product expertise, overall agent skill-level and, most important, agent language capability. Skills-based call routing is typically an automatic call distributor (ACD) working in conjunction with a LAN database and CTI connection. When done right, this feature is a real customer winner! See ACD.
References in periodicals archive ?
Together With a Comprehensive Skills Based Routing Capability
Spending by large technology companies on products that impact the 'soft side' of the customer experience like quality monitoring, skills based routing, and even enhanced voice self-service, is trending up," according to Ragsdale.
IPCC features a complete contact center solution including unified messaging, advanced ACD, call queuing and skills based routing, a robust IVR, call recording with Quality Management, agent and supervisor productivity tools, real-time and statistical reporting.
Other features of FootPrints Telephony include, inbound screen-pops, click-to-call capabilities, outbound predictive dialing, call scripting, automatic skills based routing of inbound calls, and the ability to re-route or transfer inbound calls in a virtual environment.
The built-in CTI and native IVR capabilities fulfill that need by giving us functions such as screen pop, skills based routing, data directed call routing, call back and voice mail as routed contacts," said John Combs, senior vice president, Trover.
Under the contract, Perimeter Technology will provide the Department of Human Services with a 250 agent telephony platform which enables Skills Based Routing, IVR, Call Recording, Web Self-service, E-mail Response and Knowledge Management, along with robust real time and historical reporting capabilities.
The complete Virtual Contact Center suite uses superior architecture to provide an intuitive Intelligent Call Routing system that delivers extensive Skills Based Routing, Dynamic Queue Management and Service Level Management through Common Business Rules.
The solution for Millennium Care's customer contact center consists of automatic call distribution technologies hosted by ICT Group, CRM tools -- including Whisper Technology, skills based routing and Computer Telephony Integration -- and telecommunications services provided over Sprint Canada's infrastructure.
Integrating proven CTI products such as Spanlink's FastCall(R) Agent with Cisco's intelligent contact management software, Cisco ICM, will allow enterprises to effectively route incoming calls to the best-available agent using skills based routing.
The versatile Etrog facilitates the development and integration of Call Center features such as Call Routing, Skills Based Routing, Intelligent Call/Data blending, Agent Desktop Manage-ment, and Call Center Statistics.