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skills-based call routing

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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.
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Core features include call queuing and routing, skills-based call routing, prioritized call routing, DNIS assignment of agent groups, unlimited number of agent groups, toll free call answering, and custom messages created for each DNIS.
Customer Interaction Solutions TMC Labs Innovation Awards 2008 by Customer Interaction Solutions
He also wanted a solution that provided skills-based call routing and delivered a framework for future expansion plans to support work-at-home agents across different time zones to increase agent availability.
Customer service comes first: for hospitality firm, an ... by Communications News
UCN discovered that only a small segment--about ten percent--of US-based contact center operations can afford to acquire the software and hardware necessary to have access to advanced contact center functions, such as skills-based call routing, interactive voice response and call-blending.
Rare birds on a wire: UCN Inc and STSN build unique telecom models ... by Skoy, Jenie / Utah Business
 
 
 
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