Intelligent Routing Designer

Create advanced customer routing strategies to personalise interactions and drive efficiencies across all interaction channels.
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Use known customer and business data to personalise and improve the way your business engages with customers. The intelligent routing designer makes it easy for contact centres to map interactions across channels and create advanced routing strategies to enhance the customer experience and reduce costs.

How it works

Intelligent routing can be applied in numerous ways, depending on requirements and the specific business environment. Here are a few scenarios to illustrate capability.

CUSTOMER SERVICE ENVIRONMENT

Route based on known customer information

The intelligent routing system automatically checks the CRM to identify the customer as soon as an incoming interaction is received (this can be a voice call, email, web chat etc).

This information is then used to determine (from a secondary business application) that there is an outstanding request logged.

Based on the topic of the request, the interaction is routed to the correct department.

Profile data indicates that “English” is the customer’s first language, prompting the interaction to be routed to an English-speaking agent called Suzie who previously received a positive review from this specific customer.

DEBT COLLECTION ENVIRONMENT

Collections and/or manipulate the inbound queue

Bulk SMSs specifying due amounts are sent to customers. The contact centre receives an influx of inbound calls, resulting in a queue.

The inbound queue is prioritised based on the value of money owed and the customer with the largest outstanding amount is pushed towards the front of the queue.

Arriving at the front of the queue, the system then determines the most suitable agent to handle the interaction based on the collections stage.

This customer is in a late collections stage, so the call is queued to a more assertive and experienced agent with a high conversation rate.

Benefits

  • Reduce customer effort and frustration – use data to automatically route customers based on the highest probability to achieve a speedy and successful resolution.
  • Personalise the interaction by requesting and using a unique identifier to recognise a customer even when a caller number is not known.
  • Use personalisation to reduce the number of internal transfers and increase first call resolution (FCR).
  • Improve the way you manage high call volumes – convey wait times, position in the queue or enable customers to request a call back.
  • Use intelligent routing strategies to ensure that the call goes straight to the agent best equipped to convert the sale or handle the query. This reduces the average handling time (AHT), and ultimately reduces cost of service, collection or the cost of sale.
  • Provide basic voice self-service options for customers without the need to speak to an agent (or the use of an IVR).

Challenges

Calls are often transferred multiple times to different agents before a query can be resolved, resulting in high levels of customer frustration and poor CX.

A one-size-fits-all routing strategy means that all customers are routed to the next available agent, irrespective of their specific needs or the agent’s skill set. This can adversely impact CX and increase handling costs.

A lack of self-service options mean that contact centre agents often have to field a high volume of simple queries that do not necessarily require human interaction.

It can be challenging to determine specific drop-off points and detractors in sales scripts or other conversations with customers.

Agents may need to capture the same information in multiple business applications such as a CRM, ticketing system and financial system. This can lead to a poor customer experience (long wait times) and high interaction costs.

Key features

Simplified call routing and design

Quickly and easily design intelligent routing strategies from within an intuitive visual interface – no programming skill required.

Leverage data from any available source

Use customer profile, behavioural and interaction data and combine these internal and external business sources to inform advanced rules and interaction strategies. Pre-built integration mechanisms ensure that your business has quick and easy access to information within databases or REST APIs

Advanced reporting

Report on how customers progress through routing strategies to gain insight into possible sales detractors and how to improve the customer experience.

Simulation/Test mode

Test or preview routing strategies before publishing in simulation mode.

Surveys

Incorporate highly configurable customer surveys into the routing.

Web-based

This supports and enables remote work and negates the need to install a local application.

Pre-built connectors and simplified integration

Pre-built connectors combined with a host of integration mechanisms ensure fast deployment and easy agent access.

Typical ROI

In this case, ROI is mainly driven by a reduction in average handling time (AHT). If it costs R10-R60 a minute to interact with a customer, for example, a 30 second reduction in AHT could result in significant savings. A reduction in AHT will also enhance CX, reduce the cost of service, cost of collection, and the cost of sale by ensuring that customers are routed to the individual best suited to handle the query.

Introducing self-service options to manage basic queries also reduces the burden on agents and saves a significant amount of time and money.

Typical ROI

In this case, ROI is mainly driven by a reduction in average handling time (AHT). If it costs R10-R60 a minute to interact with a customer, for example, a 30 second reduction in AHT could result in significant savings. A reduction in AHT will also enhance CX, reduce the cost of service, cost of collection, and the cost of sale by ensuring that customers are routed to the individual best suited to handle the query.

Introducing self-service options to manage basic queries also reduces the burden on agents and saves a significant amount of time and money.

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