Intelligent Call Routing
PTP has extensive experience in helping customers design and implement routing solutions that maximize the contact centers ability to efficiently manage customer interactions. These solutions range from simple queue based call routing to intelligent, skills based routing, which support the following media types:
- Voice
- Chat
- Fax
- SMS
- Web Forms
Providing freedom to your customers to choose the interaction channel not only provides better customer service but also is a key competitive advantage for leading contact centers. PTP’s routing experience and solutions enable clients to create true “universal agents” by leveraging the right resource at the right time. Common routing strategies use the following attributes to make intelligent decisions about where to send a particular customer interaction:
- Media Type
- Skill (Caller Type, Call Reason Language, Location, etc.)
- Skill Level
PTP has implemented intelligent call routing solutions with all of the leading CTI products in both premise and hosted models.
For Professional Services click here.