September 19, 2014888.965.1588info@connectfirst.com

Cloud Routing

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Bring together multi-site centers and keep customers happy in the cloud
Consumers today demand fast, accurate and personalized customer service. They expect to never be greeted with a busy signal or have to wait indefinitely on hold to speak with a contact center agent. With our unique Cloud Routing technology, you can easily manage spikes in call volume by intelligently distributing calls among multiple contact centers, including remote centers and home-based agents.
This powerful load balancing solution allows you to manage your inbound call traffic in automated fashion, based on your own business rules. It also serves as a powerful business continuity solution, in that calls are automatically re-routed to alternate centers in the event of a network outage. Particularly effective in managing direct response campaigns, Cloud Routing ensures calls are answered quickly, thus reducing abandonment rates and improving customer satisfaction.
Simple Overflow

With sequential routing, the system sends calls to the lowest ranked call center until all of their agents are busy taking concurrent calls. When all of the agents in the lowest ranked call center are busy, the system starts sending calls to the second lowest ranked call center. The second center acts as an overflow center for the first. They only get calls when all of the first call center’s agents are concurrently busy.

Call Count

If you know how many agents are available to you at any location, you can limit the number of concurrent calls to that center allowing for a more efficient use of the platform. Maximum concurrent call count can be easily adjusted, and preset to change at different times of day.

Geographic

Dynamically send your callers to a call center nearest them. The system reads the caller’s ANI or 10 digit phone number. It converts the ANI to a zip code and uses the geographic middle of the zip code as the caller’s location. It then looks to see if there is a destination within the specified distance of the geographic middle of that zip code. If so, it sends the call to that call center. If not, it sends the call to the default location.

Round Robin

Distribute calls evenly between agents across multiple contact centers. The first call goes to the lowest ranked destination, the second to the next lowest ranked, etc. until each destination gets a call. Then the system starts over again with the lowest ranked destination. If a destination does not accept a call for some reason, the system simply skips that destination and moves on to the next.

Percentage Allocation

With percent allocation, the system sends a percent of calls to each assigned destination. The percent allocation is accurate to within .5% over time.

Time of Day

Send calls to the call centers with the best agents based on time of day. If more agents are available at a center at particular times of the day, the Cloud Routing platform can be pre-configured to take advantage of the agents and get your calls handled more quickly. If one of your call centers closes at night, the center can be automatically scheduled for daily removal or re-addition.

CRM

  • Salesforce
  • Limelight

WFM

  • AC2
  • Pipkins
  • Aspect

Other

  • Orderlogix
  • Custom Cloud APIs
  • Any HTTP-based survey/VOC solution
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