Demo

Get access to all the tools and information necessary for the customer's life cycle at Odigo by heading to our client portal

My Odigo
axcrmcxrouting

How contextual routing improves customer and agent experiences while increasing contact center efficiency

Routing customers to the right agent at the right time drives customer loyalty, engages agents and turns contact centers into value centers.
How contextual routing improves customer and agent experiences while increasing contact center efficiency

The overview

A semi-public utility company has noticed increasing numbers of customers are reaching out to its customer service, as opposed to physical touchpoints. The spikes in volume are not being handled as effectively as they could be, with improvement needed in regards to first contact resolution (FCR), average handle time (AHT) and customer effort scores (CES). Additionally, the churn rate among contact center agents has risen, a trend management hopes to reverse by increasing agent engagement, which in turn raises job satisfaction.

The challenge

Connecting customers to the agents ideally suited to handle a given situation. This means providing agents with a 360-degree view of the current situation by collecting relevant data from past interactions. Factoring in customer history, profile and needs should then enable a swift transfer to the agent with the expertise and required skill set to achieve a quick, effective resolution.

The solution

A contextual routing strategy customized to meet customers’ needs and leverage agents’ skills.

Intuitive interface

Establish and refine routing rules that put customer engagement strategies into practice.

Time-sensitive routing rules

Activate routing rules on specific dates and at certain times.

Data-rich routing decisions

Leverage data from the CRM and other tools in automated routing decisions.

Routing rule analysis

Test and evaluate routing rules before operationalizing them, while analyzing the effectiveness of current rules.

The benefits

Lower AHT
Higher FCR rates
Improved CES
Tailor-made CX strategies based on routing and distribution rules
Increased agent engagement
AI contextual routing workforce-management 3 ways to reduce contact center wait times and build customer loyalty

Reducing contact center wait times is foundational to improving customer experience (CX). Customers are abandoning brands that fail to respect their time, and switching to companies that find ways to continuously reduce contact center wait times. Deploying the right solutions positions contact centers to gain new customers and build lasting loyalty.

Read more
AI Bot NLP Omnichannel Maximize existing AI by integrating it with a CCaaS solution that consistently manages customer interactions

Optimize interactions with customers. Deliver consistent, end-to-end customer experience across channels through a single platform that enables coherent conversations by integrating third-party AI with Odigo AI.

Read more
AX CRM CX Salesforce Enhance agent and customer experiences by integrating our CCaaS solution with Salesforce CRM software

With consumers increasingly shopping online, retailers need to deliver an experience as reliable and convenient as the one they offer in brick-and-mortar stores. Crucially, they must facilitate agents’ work by giving them a one-stop interface that displays all customer information, but also enables the management of inbound and outbound calls and efficiently handles all omnichannel interactions.

Read more
Callbot Chatbot Omnichannel Voicebot Provide 24/7 customer support while freeing up agents’ time with an omnichannel bot

With banks reducing their number of brick-and-mortar locations, how can they continue to deliver rewarding, personalized customer experience? One way is to harness the transformative power of automation. By handling more and more use cases, an omnichannel bot can drive customer service efficiency, reduce costs and enable banking advisors to focus on high-value interactions.

Read more