When operating an inbound ACD contact center, it is quite often the goal of the center to minimize the amount of calls that fall outside of the specified service level agreements for their queues. Clients may lose faith in the center’s ability to handle the expected call volumes if these numbers are too high. Abandoned calls are not a desirable outcome either, as those calls get aborted in the IVR and never had the chance to get routed to an available CSR. In this situation, it is vital for managers to be able to reallocate CSRs to the appropriate queues. Continue reading “Realtime Workforce Assignment for Contact Center ACD”
Email and Trouble-ticket integration for intelligent ACD routing
At Indosoft, we support a range of customers around the world, requiring different levels of technical assistance. Our customer support department is directly manned by experienced technical staff who do everything from installation, setup, feature development, and automation, to handling phone support. Supporting a contact center software gets complicated since VoIP is an important consideration. Typical data and information systems deal will data whereas a contact center solution deals with voice and data.
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Integrating Chat, Email and Twitter into ACD with Skills based Routing
Automatic Call Distribution (ACD) has evolved to provide an efficient mechanism for routing and distributing incoming phone calls to the right agent in a timely manner and increase the productivity of the contact center. A sophisticated Call Center ACD offers Skills based Routing where calls are routed into separate queues based on the number dialed by the caller or the options selected through an IVR interaction after the call lands in the phone system.
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Visual Tool for Building Sophisticated IVR
In an inbound contact center, calls coming into every DID (or DDI as it is referred in Europe) will typically flow through an Interactive Voice Response (IVR) into the ACD for call routing and distribution. A visual tool greatly simplifies the task of building this IVR especially if it is a sophisticated multi-level IVR.
Asterisk, the a game changing hybrid PBX, comes with a customizable Diaplan that allows control over all facets of inbound and outbound calling. Dialplan, an important functional component within Asterisk, offers an internal mechanism and tool to introduce, modify and control call-flow through it rich syntax.
Call center solutions for Asterisk will require a full-function ACD to provide essential features like skills based routing, queue prioritization, queue callback, supervisor dashboards, real-time and historical reporting. Larger contact center ACD additionally scale to multiple Asterisk servers in a cluster to handle the maximum concurrent call volume. In this call-flow, the calls will go through an IVR to flow into the different queues of the ACD for skills based routing.
Q-Suite offers a visual tool for the customers to develop effective and powerful Interactive Voice Response systems. Its Visual Diaplan Builder comes with a large library of functions within an intuitive GUI tool to build call-flows for effective call handling and distribution. This includes the functionality available from the Asterisk Dialaplan as well as the rich call distribution functionality of the ACD. It can be further enhanced with libraries for TTS (Text to Speech) and ASR (Automatic Speech Recognition).
Essential Queue behavior for Multi-channel ACD
Queues are the back-bone of a modern ACD (Automatic Call Distribution). Within any sophisticated call center software, Queuing is an abstraction of the information that represents all the various parameters and attributes of Queues and Calls. Queue management is the ability to efficiently distribute calls to the most appropriate Agent in a Call Center or an organization. The separation of queuing and queue management from the actual calls is a natural progression in the evolution of ACD. Skills based routing, Queue Priority and many other Queue manipulation features are a by-product of this progression.
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Automation of Web Callbacks
More often, customers and potential clients turn to internet and Web to find information or make inquiries. Web callbacks is an efficient way to reach out to these customer when they are on your web-site. If they are looking for more specific information or wishing to talk to a specialist within your contact center, web callbacks are the way to go. This reduces the need for the customer to call your contact center and wait on queues to make an inquiry. It also enhances customer experience when they avoid traversing the IVR and call flow just to to wait in the queue for the next available agent.
Handling Web Leads through ACD Skills based Routing
Web lead generation through Internet is an important source for customer acquisition. It is critical to assign these leads to suitably skilled agents for callback at the earliest available opportunity. Advanced call center ACD software with skills based routing provide Web services API that allow the leads to be inserted into queues for callback through Skills based Routing.
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Applications for Unified Queue Management
Skills based routing has been the backbone of ACD based call routing. Multiple Agents and Multiple Queues are matched by the ACD to route individual calls to the most appropriate Agent. Queues require skills to handle calls and Queues have priority. Agents are assigned skills with skill levels. All agents are automatically logged into all the queues for which they have the required skills. This can be extended to other media type as well.
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Skill-based and vertical-based routing for Web Generated Leads
Skills based Routing is the most effective way of identifying an appropriate representative within a contact center to handle every available prospect or call. This is achieved by carefully matching the consumer/prospect requirements with the knowledge base of the available representatives. This process leads to better understanding of the customer requirements, establish trust, improve sales and enhance customer satisfaction.
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Web Services API for Asterisk based ACD
The dominance of Asterisk in the hybrid PBX market is unquestionable. So is the use of Asterisk as a primary telephony platform for contact centers around the world. Customer contact operations also require a powerful ACD and Dialer. Larger operations require more automation and standardized method of integration for the administration and management of the contact center software.