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Meet KPIs like customer satisfaction (CSAT), net promoter score (NPS) and first contact resolution (FCR).
Improve every customer’s experience with a call routing strategy that connects them to the best resource for their needs.
Give your customers the customised care and attention they expect.
Speed up successful customer journeys with skill-based distribution that saves time for agents and customers.
Propose callbacks if wait times are too long.
Enable agents to become specialists handling specific interaction types, improving agent experience.
Streamline your conversations and reduce average handle time (AHT) with routing software that enables accurate pre-qualification.
Optimise your operations to increase efficiency and reduce average handle times.
Finetune your call routing strategy to connect your customers to the agents ideally suited to help them.
Understand the nature of customer interactions to achieve swift resolution.
Respond to customers’ online activity with automated prompts to chat with a bot or agent.
Industry: Express delivery
Markets: France
Industry: Retail
Industry: Financial Services and Insurance
Industry: Automotive
Industry: Public Sector
Industry: Logistics
Intelligent routing software makes life easier for both customers and agents. As the engine of our CCaaS solution, it is key to high customer satisfaction, rewarding agent experience and maximised operational efficiency.
Odigo
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What is the best way for a semi-public utility company to route customers to the right agent at the right time in order to drive customer loyalty and engage agents?
Contact centre routing is the process of directing inbound communications to the best department or agent to handle a query. There are many strategies for example skill-based, contextual, omnichannel, priority-based and queue-based.
Call routing works by identifying why a customer is calling and directing that call to the best department or agent. It involves customers using an interactive voice response (IVR) menu. Traditional DTMF IVRs use the telephone keypad to select sequential options from a limited number of possibilities. Today, IVRs can be enhanced with speech analytics. This AI process, typically natural language processing (NLP), can analyse customer speech and match it to a wide range of possible intents. This allows customers to interact in their own words and receive more tailored service through refined routing and agents primed for their specific needs.
Routing software, in the context of a contact centre, automates and ideally optimises the process of call distribution. It works by directing inbound interactions according to a series of customisable rules, set up in line with the desired strategy: skill, contextual, priority, etc. Specific overflow rules can also be established for when call volumes temporarily exceed agent availability. Routing is adaptable and can be altered in response to sudden, temporary or long-term changes in contact patterns.
To optimise call routing, first, it’s important to understand why your customers are making contact by analysing call intents. You also need to set objectives and metrics to measure success like first call resolution (FCR). With this information, routing rules can be put in place and their success measured. Multiple rules or strategies can be used based on query type, priority status for example vulnerability and well-maintained agent skill profiles.
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