Overview
The Call Centre suite of call routing software Is an Automatic Call Distribution application that efficiently routes calls and resource selection, allowing agents to handle calls more effectively and Improving overall productivity. It offers conditional call routing, using context or skill-based Inputs and versatile selection capabilities. Managers can choose whether Inbound calls connect with the least busy agent, the first available agent, or the one with skills that best match the customer`s needs. Virtual routing allows businesses with multiple sites to maximise resource utilization across all locations.
Key Features & Benefits
Improve Call Routing Flexibility
Sophisticated call routing capabilities give managers a wide range of options. They can connect Inbound calls to the least busy agent, the first available agent, or the agent with the skills that best match the Individual customer's needs.
Reduce Costs & Increase Efficiency
Businesses can support agent specialisation and consolidate resources across sites to help build a more efficient, less costly call centre. Managers can choose whether Inbound calls connect with the least busy agent, the first available agent, or the one with skills that best match the customer's needs. Virtual routing allows businesses with multiple sites to maximise resource utilisation across all locations.
Deliver Personalized Service
The system allows managers to route calls to agents with specialised knowledge of products or processes, allowing them to provide Informed, personalised service. Add Fonality's advanced CRM Integration capabilities and automatically launch CRM records with Important customer Information at the time of the call.
Copyright 2011 Fonality, Inc