Next generation intelligent contact routing
rostrvm’s sophisticated intelligent contact routing engine makes decisions based on business rules and information. It improves the performance of your contact centre and enhances the capability of your existing systems.
rostrvm intelligent contact routing directs customers to the most appropriate person to help them, so they aren’t ‘passed around’ the business, regardless of the channels they contact you on.
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How does intelligent contact routing work?
rostrvm integrates with your existing automation devices such as IVRs, Natural Language Recognition Systems, Email Handlers and Web Sites to identify callers and understand their requirements.
It utilises individual inbound caller information and data such as called number (DNIS), calling number (CLI), email address, email subject, date and time etc., to direct contacts to your most appropriate resource, using your business rules.
Your team member will answer the customer fully informed, regardless of the channel being used, because they’ll be able to view all their individual information, and so can deliver a consistent, personalised experience.
You can also route your outbound customer communications, using our rostrvm dialler.
When setting up, choose routing options that work for your business – and your customers. Consider things like should you manage contacts on a first-come, first-served basis? How do you want to prioritise them? What criteria do you want to use to select which team members handle which contacts?
Talk to us for help!
Rostrvm Solutions is a British provider of enterprise-class call and contact centre solutions. Whether you choose an on-site deployment or Cloud, rostrvm provides reliable, secure, cost-efficient delivery.
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For further information call us on: 01483 494 690, or email email@example.com