Contact Routing
Enterprise Routing Architecture (ERA) is the patent-pending technology behind the Intervoice IP Contact Center (IPCC). ERA allows companies to manage multiple call centers as a single center, providing unique routing and matching methods to determine how a customer's contact should be handled and prioritizing its timeframe. Contact routing optimizes the customer experience every time.
- Leverage real-time business analytics and cross-functional information
- Direct customers to the best agent to address their issues
- Deliver consistent service independent of communication channel
- Give customers more options with our integrated service model
Our IPCC solution is a fully integrated single system that intelligently routes any type of customer communication - phone calls, e-mail, web chat, voice messages, and fax - in a consistent manner on a single system to the appropriate agent wherever the agent may be located. Agents can be assigned to handle any type of media and customer contacts can be delivered in a blended fashion.
IPCC simplifies the implementation of complex routing decisions based on real-time customer information in multiple databases across the corporate data network. By accessing customer information from various business functions like sales, billing and support, real-time analytics can be used to improve business processes, lower costs and providing the appropriate level of service.
Optimize the productivity and efficiency of agents across multiple locations by using Intervoice IPCC to quickly adjust to changing conditions. In addition to immediate live-agent assistance, customers can request deferred assistance options such as voice messaging or callback where they can save their place in line instead of waiting on hold. Email response management allows contacts to be handled during off-peak periods, with full reporting and service level management. All service options are fully integrated.