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.
References in periodicals archive ?
The Amazon Connect contact center suite includes dynamic skills-based call routing and real-time historical analysis of calls, providing a history of customers' interactions with the company to determine why they're calling and how best to handle their calls.
Also a priority is improving operational efficiency and overall customer service through the inContact Workforce Optimization including synchronized audio and screen recordings of customer interactions and skills-based call routing based on agent evaluation and reporting.
For example, some hosted PBX solutions offer full-featured ACD queues that integrate high-end capabilities like skills-based call routing and overflow queues.
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.
By adding CIC's skills-based call routing we were able to immediately get our military customers to the person most familiar with their move," Carter said.
The system enabled Pinal County government to add features such as skills-based call routing, call and screen recording, a speech-enabled interactive voice response system, and supervisory monitoring.
Additionally, Kana Service 7 EJB is integrated with computer-telephony integration (CTI) solutions from Cisco Systems, providing skills-based call routing, automated screen pops and integrated communication channel management.
In the four-day course, students will learn to use Avaya Aura Call Center Elite features, including skills-based call routing and advanced call vectoring, to enhance call center functionality and meet business objectives.
The case for skills-based call routing has been made.
The company will initially use inContact's skills-based call routing, self-service and dialer solutions and then deploy the company's quality monitoring solution later in the year.
The new release also provides dozens of additional fine-grained ACD and IVR reports that help call center managers and administrators optimize their self-service applications and skills-based call routing scripts.
The Alliance selected the inContact system for three primary reasons: to provide better service to its members via skills-based call routing, to strengthen its ability to communicate in a timely and efficient fashion using customizable messages, and to add outbound campaigns for the first time.