ACD/Skills Based Routing

Skill based routing functionality directs calls, emails, web chats and voice mail messages (interactions) to the available agent with the highest skill level to handle that interaction. This ensures that your customers are directed to the individual who has the appropriate skills to help them.

Contactual’s patented ACD routing with service level optimization aligns contact priority to specific service level agreement and matches priority with appropriately experienced agents. This enables the system to automatically set the appropriate service levels for each type of incoming communication – call, email or chat – simplifying configuration, utilizing agents more effectively, and ultimately providing better customer service.

Priority-based queuing guarantees that all your customers receive the level of care they deserve. For example, by adjusting the routing parameters, you can ensure that your VIP customers will not wait and are handled with a higher priority than other customers.

To achieve the maximum customer interaction effectiveness, you can use the data from your CRM, such as account numbers or zip codes, to define routing rules. As a result, your customers are quickly directed to the right agent right away.

Benefits of Contactual’s Skills Based Routing feature include:  

• Reduces the number of times customers are transferred
• Reduces operating costs by utilizing only the right resources to handle customers
• Improves service levels with existing resources
• Aligns caller priority to specific service levels