We specialize in making sure your customers are routed in the most personalized and intelligent manner. Intelligent routing maps the customer’s intent for contacting you to the best resource, regardless of the interaction channel. These solutions range from Queue Management to intelligent-, skills- and rule-based routing.
Common data-driven routing strategies use the following attributes to make intelligent decisions about where to send a particular customer interaction
- Media type (voice, text, social)
- Skill (customer type, interaction type language, location, etc.)
- Agent skill level
- Business rule/driver
Our proven design methodology has been used globally on some of the largest and most successful IVR and call routing applications, which include the following functionality
- Speech Recognition
- Touch Tone (DTMF)
- Inbound and Outbound Applications
- Natural Language
- Administration Console
We provide a full spectrum of Voice Self Service solutions. We develop highly customized IVR applications that meet your specific needs better and faster than anyone in the industry.
Outbound solutions allow contact center agents to proactively communicate with customers in their channel of choice to drive sales and improve customer satisfaction.
Using a predictive dialer, our Outbound solutions provide seamless delivery of communication to agents and self service to maximize resources and completion rates. This allows you to automatically reach customers across channels – mobile, text, social, chat, e-mail – to educate and engage.
We have been designing and implementing outbound solutions that integrate with CRM and legacy systems for 15+ years. Most recently, we helped CA Franchise Tax Board keep customers apprised of their case submission across channels, update their online Q&A and respond to inquiries using social media.
Managing the dynamics of today’s workforce is changing. You have to consider multiple channels, multi-generational staff and diverse learning capabilities. Our Workforce Optimization team understands the challenges and combines analytics, forecasting and quality solutions to address workforce issues that are inherent to most organizations.
READ OUR GUIDE FOR USE CASES ON HOW WFO BRINGS EFFICIENCY TO HEALTHCARE ORGANIZATIONS