Intelligent Routing
Intelligent routing is the ability to recognise what a customer wants, how they wish to be dealt with and then being able to deliver that service option faultlessly.
Unlike the current crude method of managing customer queues using undifferentiated routing and overflows between sites whenever traffic volumes peak, Segmented Customer Service puts the customer in control from the very start of their interaction. This is achieved by providing a speech based 'customer front door' to identify their requirements and suggest how they can be most conveniently fulfilled, with or without live assistance.
Managing the ‘behind the scenes’ allocation of this service has to be easy to administer and also easy to evolve as new customer service routines emerge. That means voice, text and video need to be treated as one in the design, management and reporting of customer contact strategies.
Equally, the flow of customer communications across call centre sites, to in house experts, or indeed, to anywhere that the necessary expertise is located, has to be managed seamlessly and operationally supported as a single, centrally accessible entity.
See alternative technical needs description
Datapoint provides the following technologies and services for Intelligent Routing.