A routing algorithm with predefined business rules pulls information from a variety of sources to determine the best destination for the call. The goal is to improve the experience of each customer through personalized engagement.
Intelligent call routing uses data to understand how to handle the call before the caller even speaks to a human:
- Automatic number identification tells you whether a customer has called before and where they're calling from.
- IVR systems ask the caller to identify their intent by pressing buttons or speaking commands so that their call can be routed correctly.
Once the caller is identified, the system uses customer data to ensure customer intent is understood and route the customer to the right agent.
If your contact center is plagued by excessive hold times, multiple department transfers or difficulty identifying the right agent for the issue, intelligent routing could help you address those issues. By using a network-based IVR system, for example, you would move spending from operational expenses to capital expenses, all while requiring fewer resources. Agents can access the system from wherever they're working, improving mobility and agility.
- High-quality and dynamic customer data to ensure the routing is efficient
- Skilled agents matched to customer needs
- Experts to design the system logic to drive routing decisions
Migrating from a legacy system will not be a like-for-like replacement. You might want to consider a phased implementation to run alongside your current center or to create a new environment. Many organizations will have the in-house expertise to implement Session Initiation Protocol trunking and create routing plans that align with technical, operational and financial requirements, but help is always at hand if you need it.
Learn how Verizon Transport & Intelligent Routing can help you improve your customers' contact center experience.