Omni-channel Interaction Routing
Instead of just routing calls and customer interactions to individual agents in a queue, Xentrax’s omni-channel Contact Centre feature can group agents or employees into teams within each queue. This allows the automated distribution systems to route incoming customer interactions to an agent with the optimal combination of idle time and appropriate skills, while also factoring in customer priority. That means customers always get the most optimized service experience to tackle their inquiry.
Key features of Omni-Channel Routing
Intelligent Routing – Customers are routed to the right agents (in relevant groups) quickly and effectively. Customers are led through the process easily, whether they are calling through an IVR menu or they reach out via chat. The Xentrax Solution uses its skills-based, group routing system to send customers to an agent with the highest relevancy and longest idle time. This provides a higher likelihood that customers will interact with an agent with strengths that will speak to their problem.
Channel Integration – The Xentrax Solution’s omni-channel queue helps agents power through customer interactions, whether they are coming from chat, social media, IVR, or email. The Solution’s universal queue streamlines the multi-channel customer experience and provides a clearer picture of customer interactions by volume, duration, and channel.
Improved Agent Productivity – Blending interaction channels means agent resources are being fully optimized. When inbound calls are low, chats can be assigned more efficiently, or outbound calls can be automatically generated for a specified campaign. When inbound calls pick up again, the dialer dynamically slows the number of outgoing calls to meet the inbound service level.
Consistent Service Experience – If a caller doesn’t get an answer the first time, they can request the same agent upon callback – this provides a streamlined and more personalized experience for callers and reduces caller frustration. The system will connect with a relevant agent before automatically calling the customer back.
Enhanced Privacy & PCI Compliance – While many call centre solutions use white noise to reach PCI compliance, Intermedia takes it a step further by using a private data collection IVR with agent connection. Our routing Solution lets an agent send callers to an IVR so they can enter in their sensitive PCI information (i.e. credit card number) in private. The agent is kept up to date on the customer’s progress through the application, and when input is finished, the call returns to the agent uninterrupted.
System Integration – Xentrax’s Contact Centre Solution can integrate with the most popular CRM applications, unified communication platforms, and case management systems. This allows agents to quickly and easily access key information and provide contextual information about each customer. Customers can seamlessly integrate our powerful IVR system into their contact centre functionality, both before and after direct contact with an agent. Our Solution allows agents to re-route callers to IVR menus and then back again without the caller having to re-dial, and without losing the context of the call.
Business Intelligence – Operating a contact centre without leveraging metrics is a sure-fire way to miss the mark with customers. Using a diverse group of data points, our Solution provides omni-channel interaction metrics that provides an in-depth look into what went right and what requires corrective measures.
User-Friendly & Adaptable – Xentrax’s interface is specifically designed for easy setup and navigation—even for non-programmers. Administrators can create virtually any routing scenario in a few minutes with drag and drop icons. The easy to use interface means on-the-fly changes can be immediately deployed into our customers’ operations, so that they can stay flexible and adapt as needed.
To learn more about how we can help, please contact Xentrax today.