One critical factor in any contact center is never allowing a caller to be greeted with a busy signal or wait indefinitely in a queue, and with Connect First’s Cloud Routing, you can easily manage spikes in your call volume, business continuity and load balancing. Cloud Routing helps you to effectively manage your call traffic through the use of multiple destinations where calls are distributed according to your preferences.
Allocation and Cloud Routing is defined according to your unique business rules. Take a hierarchical approach to your destinations so your best-performers receive calls first. Once that destination hits a specific call-count and agents are no longer available, calls are automatically sent to a secondary destination. All destinations can be configured according to time of day, split volumes or both.
Cloud Routing Allocation Types:
- Simple Overflow
- Percentage Allocation
- Call Count
- Round Robin
- Time of Day
- Geographic
Connect First’s Cloud Routing is offered as a Software as a Service (SaaS) solution, allowing you to ensure all calls are answered quickly. Test call center and campaign performance by evaluating specific markets or channels individually. Call spikes can easily be managed, abandonment is readily reduced and customers gain access to a higher level of service.
Cloud Routing from Connect First is affordable, easy-to-use, flexible and offers real-time monitoring, telemetry, configuration changes and is diverse data source capable. With web-based configuration and reporting, you always have access to the most current and in-depth data on your campaigns.
You’ll gain complete transparency into your contact center activity, eliminating “cherry picking” that can skew agent results. Completely destination agnostic, Connect First can help you evaluate overall service levels, and identify potential abandonment issues, helping you to ensure campaigns are effectively executed and managed.