Skill-based routing leverages every agent’s skills, ensuring that customers are automatically distributed to a competent agent. It is irrelevant in which location, region, or time-zone the agent is located. The agents’ skills are managed centrally by the supervisor and every agent can have multiple skills (e.g. French, Claims, Insurance Products), and different skill-levels for each (e.g. basic, professional, expert). Skill-based routing ensures the highest quality service coupled with low waiting times and high service reachability.
The routing distribution is visualized graphically and allows to set up complex rules as clear and intuitive workflows. Supervisors can create, manage, and change workflows themselves in real-time to adapt to customer service changes.
Dashboards, reports and KPIs offer valuable insights in real-time. They enable informed decisions to adapt processes and manage staff members. Supervisors set up company-specific KPIs and build widget-based dashboards for themselves and their staff, allowing them to react quickly.
Our Contact Center solution uses standard Power Automate Connectors to integrate CRM, ERP or ticketing tools – without a single line of code. Utilize these powerful integrations and automations to show customer information, route callers to the right agent, create or open tickets, reduce IVR menus, and increase your first call resolution rates and customer satisfaction.