Routing applications

Not every communication attempt is aimed at a known target. In some cases, particularly with external communications from or with customers or partners, the communication is made blind with the hope that whoever you connect with can answer your request. In the traditional telephony environment, various intelligent routing applications and systems have been applied to try to prevent this from happening, by either empowering the call receiver or routing the call to the most appropriate individual or group based on skills and competencies.

Typically these have been labeled either operator of contact centre applications. These intelligent routing applications can also be built into a unified communication solution, allowing the same type of functionality when handling inbound communications, but with the additional integration of presence information and multiple contact methods including instant messaging (IM) and email. This empowers users throughout the organization – not solely contact centre agents and operators – to quickly and efficiently handle a mix of communications in an informed and professional manner.

BENEFITS

- Enhanced customer experience

- Efficient and informed communications and collaborations

- Reduced costs

- Improved productivity