Get your customers to the right place the first time without delay with Intelligent contact routing —route more complex customer enquiries through voice or digital channels to the best-skilled team member.
Intelligent routing is a crucial feature for any digitally transforming contact centre. It matches customer data to relevant information, departments, groups or team members to increase operational efficiency and improve customer experience.
Boost satisfaction levels by helping customers swiftly get the information they need.
Ensure your team knows what requests are about when they connect with customers.
Route calls to team members that best match their skills and experience.
Ensure customer journeys take the most direct route, saving time and increasing your efficiency.
“Our whole premise now is to offer a better service, where calls that go to an Operator get the time they need to fully explain their request. And because calls are correctly routed at the start, ward time isn’t being wasted, and calls don’t circle back to switchboard — which was frustrating for patients.”
John Wintour-Pittom
Head of Operations for Trust Telecom, Imperial College Healthcare NHS Trust
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Provide customers with choice and convenience. Enable smooth and satisfying conversations across chat, email, text and social media on any device.
Boost customer satisfaction with excellent call quality, smart routing and customisable voice options.
Provide customers with fast and effortless connections, day or night. Use voicebots with conversational AI to route calls and resolve enquiries quickly.
Make digital self-service easy for your customers – with chatbots that can offer relevant, meaningful and personalised help, right away.
