Intelligent Routing Engine
With as many and diverse customer enquiries as there are customer requests, it is essential for a company to have an intelligent routing system.
Efficient routing rules ensure an immediate and automatic distribution of your client’s enquiry to the appropriate agents or skills. Intelligent queuing also prevents time loss due to manual transfers within your organization.
Akio Interaction Center provides an advanced routing module enabling automatic routing rules based on :
• Sender
• Territory
• Language
• Skills
• Content
• Information System data
Modifying routing rules is fast and easy to perform due to contextual settings. In addition, any routing rule modification or creation is immediately effective - no need to interrupt your agent’s productivity by rebooting the application.
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