Overview
Intelligent Routing
Intelligent Routing enables enterprise-wide customer service delivery, provides greater business efficiencies, and improves customer service by enabling users to quickly define priorities and service levels in real time — based on the business value of each task. This ensures that the right resources are proactively receiving the most critical tasks at the right time, and that the highest value tasks get completed first.
Intelligent Routing Benifits
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Ensures the efficient delivery of consistent customer service by optimizing routing of across an integrated pool of resources ― front office, back office, home, remote, branch, offshore, or outsourced
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Reduces operational costs through improved enterprise efficiencies with the utilization of all enterprise-wide resources, while optimally matching the task, the priority, and the person
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Provides a superior customer experience ― and increases the speed and quality of business processes ― by providing visibility and control into all interactions, SLAs, work items, and resources across the organization
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Intelligent Routing change everything for your service function. Built on the powerful and proven Customer Interaction Management (CIM) Platform, Intelligent Routing improves business efficiency and customer experience management with real-time prioritization of tasks and interactions from a broad range of enterprise work sources. It then dynamically manages and distributes tasks based on their business value to a consolidated pool of available resources across the entire organization. Intelligent Routing can also prioritize and route work items from existing enterprise software applications such as ERP, BPM, and CRM.
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