PriorityShorten wait times for better customer experiences.
- Quickly route to correct agent to address priorities
- Agents are assigned based on select criteria
Skills-basedAssign the right agent with intelligent, skills-based routing.
- Feature used in conjunction with the Skill Tagger and Set SLA applets
- Agents with the right skill set are prioritised in the queue
InboundRoute to the customer’s preferred channel.
- Customers are more likely to answer on their preferred channel
- Seamlessly apply routing to voice, email, chat, social and SMS
ManagementConduct real-time training and monitoring.
- Managers can leverage in-call monitoring, call conferencing, call barging and whisper coaching
- Easily report in real time or historically