skills-based call routing


Also found in: Medical.

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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With carrier-grade quality and backed by world-class support, Telax's cloud contact center solution serves businesses of all sizes with enhanced interactive voice response, dynamic real-time dashboards and reporting, skills-based call routing, agent scheduling, support quality assurance and more - all delivered through an omni-channel solution that improves contact center productivity and customer outcomes.
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.
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.
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.
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