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skills-based call routing

   Also found in: Wikipedia 0.02 sec.

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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uses CIC for hybrid TDM and SIP-based VoIP switching, skills-based call routing, interactive voice response, unified messaging, screen pop, call recording and reporting.
Collection Firm Overhauls Contact Center Technology to Improve Client ... by Business Wire
Upgrades to Contactual OnDemand Contact Center allow the service to scale to the bandwidth needs of larger customers, accommodate larger VoIP environments, and deliver enhanced skills-based call routing capabilities to maintain and improve service levels across a larger number of queues.
Contactual Triples Size of Supported Contact Centers, Extending ... by Business Wire
Another compelling feature of the Five9 Virtual Contact Center is the skills-based call routing capability that delivers higher customer satisfaction by connecting callers with the most appropriate agents to meet their needs, enabling us to serve more customers and grow our business," said Grossman.
XACT TeleSolutions Deploys Over 100 Agents on Five9 Virtual Contact ... by Business Wire
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