Intelligent Call Routing
Contact Centers primarily use Automated Call Distribution (ACD) systems that route calls to the most appropriate agent using static routing rules taking no account of the customer value and business rules based on the latest information about the customer. Intelligent Call Routing (ICR) routes calls to the most appropriate agent based on the customer profile and other dynamic information provided by the CRM or business process system. This ensures high value customers are automatically prioritised and filtered to agents best equipped for the task.
Solution Overview
OutPerform’s Intelligent Call Routing (ICR) enhances the Avaya Communication Manager by adding the ability to route calls based on customer information provided by a CRM system or database.
The Automatic Number Identification (ANI) or Calling Line Identification (CLI) is used to look up the customer profile or the customer can identify themselves by entering their account number or reference into the Communication Manager Vector (collect digits) or IVR. ICR retrieves the customer information from the CRM system or customer database plus other dynamic information such as opening hours, previous contacts and who last spoke to the customer to make the optimal routing decision based on the latest customer information. The routing decision rules are created using flexible XML routing scripts which are either created manually or can be designed and maintained using Geomant’s graphical DynFlow Designer. When used in conjunction with Geomant’s Desktop products, the customer information can be automatically presented to the customer when the call is routed.