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Resolve customer queries more quickly by ensuring they are handled by the right agent with the right skills or by a virtual system where that is more efficient.
Make the best use of your agents’ time with a unified console and workforce optimisation tools that ensure rapid and accurate interactions.
Optimize the use of your contact center resources and meet efficiency KPIs by gathering the data needed to continuously improve your distribution rules.
Route interactions to the best agent or virtual system for the job based on a range of contextual factors such as customer intent and the history of interactions with that customer.
Immediately route individuals you have identified as VIP callers to the most appropriate agent or the top of the queue.
Make the most efficient use of agents spread across remote locations and time zones.
Improve customer experience by enabling callers to opt for a callback instead of waiting in a queue.
What is the best way for a semi-public utility company to route customers to the right agent at the right time in order to drive customer loyalty and engage agents?
Industry: Transport and Mobility
Industry: Public sector
Finetune your routing strategy to connect your customers to the agents ideally suited to help them.
Understand the nature of customer interactions to achieve swift resolution.
Respond to customers’ online activity with automated prompts to chat with a bot or agent.