CallDirector – Intelligent contact routing
rostrvm CallDirector is a contact routing engine that understands caller desires and makes intelligent call routing decisions based on business information. CallDirector improves the call routing performance of your call centre and enhances the capability of your existing systems.
- Improves contact routing performance by relating information such as called number (DNIS), calling number (CLI), email address, email subject, date & time etc. to direct contacts to the most appropriate resource using your business rules
- Integrates with your existing automation devices such as IVRs, Natural Language Recognition Systems, Email Handlers and Web Sites to identify callers and understand their desires
- Uses individual caller information and business data to support sophisticated call routing rules and deliver personalised services.