CALL ROUTING

Call Routing - Using skills based routing our technology routes calls from different media type to the best agents for that call. Such as:

  • Phone Calls
  • Email Online

All of these contact types are seamlessly blended into a single queuing and routing intelligence and all can follow the same call flow and routing rules. In addition, all contact types are tracked and managed through one database and one set of reports. Our call routing technology allows us to provide:

  • IVR (Interactive Voice Response)
  • Real-time Monitoring
  • Whisper Coaching
  • Barge In
  • Call Recording