Intelligent Routing

The intelligent routing solution enables contact centers to route any customer interaction to the most appropriate agent. Every interaction that arrives at the contact center is routed according to a set of business rules determined by the contact center administrators with the help of the BCE Elix Professional Services teams, and is thus guaranteed to receive optimal treatment. The business rules come from real-time statistics, customer-stored data, or special situations determined by the contact center management. Therefore, all interactions enter a dynamic universal queue and are intelligently routed to the most appropriate available agent.

No matter which means of communication a customer uses to contact an organization, the intelligent routing solution ensures that every interaction is handled in a consistent manner.



Intelligent Routing Key Benefits

  • Leverages data from throughout the enterprise to ensure optimal customer service
  • Delivers each interaction to the appropriate agent along with key customer information
  • Allows for up-selling and cross-selling opportunities
  • Allows for proper customer segmentation based on customer profile and past experience
  • Helps to maintain the desired service levels for all customer tiers


    Intelligent Routing Features

    Virtual Contact Center
    Regardless of location, the Intelligent Routing solution allows each interaction to receive optimal treatment by making a pool of agents available, even across multiple locations, according to the same business rules.

    Support for any Multimedia Interaction
    Internet-based and voice interactions can both be treated as events, therefore creating a unique environment for any interaction that enters a contact center and thus making management easier.

    High Availability
    The solution can be configured to run as primary and backup processes to meet any organization’s plans for contingency situations.

    Real-time Monitoring
    Based on basic contact center statistics, the solution offers a real-time view of the status of contact center operations, agents, and queues so that any issue that may arise during peak times can be quickly addressed.

    Flexibility
    A user-friendly GUI allows contact center managers to continuously update their routing strategies over time in order to meet service level objectives, and optimize use of contact center resources and other business factors.



    Intelligent Routing Portfolio

    Routing customers to appropriate agents with the appropriate customer information, no matter which communications tool a customer uses, can have a direct effect on customer satisfaction and the organization’s bottom line. Here are some of our partners in our intelligent routing offering:

    Avaya
    Cisco
    ComputerTalk
    Genesys
    Nortel Networks

    For more information, please fill out the information request form.



     


     


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