Intelligent Call Routing

Smart call routing Harrison decided to call a credit card company to request a raise in the credit line. He took the phone and dialed the company's 800 number. Then his gentle voice urged him, "Welcome to Mycorp, please enter your 15 digit account number." After entering his 15-digit account on his cell phone, he was quickly prompted by a friendly agent and greeted him. The caller was surprised, and he later said he was interested in increasing credit limits.

Simple definition: The intelligent call routing system identifies the caller and the reason why the call assigned to the correct agent. Definition explained the routing of the phone, but intelligent routing is available regardless of where the customer contacts the company. Routing is also important for e-mail or chat queries. An intelligent skill - based routing system uses agent tracking records, its training, and skills, allowing callers to be routed to the most competent agents. However, input to modern intelligent call routing systems is not limited to skills. They take into account the caller's priority, the caller's previous query, the caller's value as a customer, and other information about the caller. This is not a simple deterministic problem that needs to be addressed. For example, the best responder for that particular call may be busy with a call that was started two minutes ago.

Automation does not completely take over the call center, but it already has a big position. Intelligent call routing, queuing, and data collection improve call center performance and improve customer and employee convenience. But will they completely take over? This is where there are some doubts. This is the reason: from time to time you need to speak to someone. We are all doing these modifications. You can not solve the problem with a series of menu options. We need to talk to real people. In fact, 63% of people over the age of 35 prefer to talk with people, 67% of callers feel frustrated when dealing with automated systems.