A single queue for all the channels
Regardless of the channel used by the customer (i.e. by phone, email, and web chat), the enquiry will be handled promptly. Determine and prioritize customer channels and groups calling for defined service targets.
Intelligent Call Routing
At VoIPTime Cantact Center incoming calls are routed based on the appropriate service type, i.e. idle line, idle agent, the most qualified agent, etc. The information received from external systems makes it possible to identify callers and provide them with the appropriate service.
Identify callers in the IVR and route them to the queue handled by the most qualified agent. Skills-based Routing can drastically help to increase FCR as well as customer loyalty.