Adaptive Call Router empowers call center business managers with the ability to modify or create new call flows in near real time with a simple, easy to use web interface.
- Challenge
- Solution
- Features
- ACR White Paper
Challenge
In today’s business environment, businesses can not afford to lose customers due to an ineffective routing strategy – sending customers to the wrong agent, overflow location or worse yet having them sit in a queue that leads nowhere.
As contact center professionals there is the constant pressure to keep customers happy. On the business side, there are challenges to respond quickly to real-time conditions – a surge in calls due to an unexpected service issue or underestimating response to a marketing campaign. On the IT side there are routing changes that are required to quickly meet business demands with limited staff and a back log of work.
Solution
Adaptive Call Router (ACR) helps contact center professionals effectively manage routing strategies and call flows while reducing costs, increasing sales & customer satisfaction and improving operational efficiencies.
ACR, an enhanced application layer to the Genesys routing engine, gives users the control to configure Genesys call routing dynamically to meet the real time business requirements of contact centers.
Features
- Adaptable to Any Genesys Routing Strategy
- Easy to Use Web GUI
- Customizable Call Flow Template Model
- Real Time Call Routing Control
- Dynamic Creation of New Call Flows
- Granular Security Down to the Parameter
- Call Flow Auditing and Reporting
- Controls in Place to Maintain Call Flow Integrity
ACR White Paper
Please follow this link here to view ACR White Paper.