Contact Center Voice Agent

Choose a call flow routing algorithm to ensure your customers are handled in the most effective and efficient manner. Skills-Based Routing provides the ability for agents to navigate their different media channels. It allows you to create skills and assign certain agents in those skills. You can also rank each agent’s expertise on certain skills from 1 to 10. 

Skills-Based Routing also provides the option to have your calls come in Linear, Circular, Most Idle, or Intelligent Highest Skill First. Each call flow pattern ensures your customers are paired with the most qualified agent based on the customers’ questions. 
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Each skill group can be configured with different queue announcements. Whether it be an announcement to tell the customer you’re grateful for their patience or an announcement to tell your callers about a new promotion you’re offering, the sky’s the limit on the customization of your skill group queues. Naturally, there are some default announcements that exist within the software that are selectable, but if you don’t like the phrasing, the accent, or perhaps it requires another language other than the six different language packs available, you can record your own and add it in. Other settings within the queue include timeouts or overflow settings, maximum number of calls in queue, and time-based routing to ensure your customers get to the correct agents in an effective and efficient manner.