Intelligent Call Processing

Delivering optimum service from your Contact Centre requires having a high degree of control over call traffic. When customers contact you, they want to speak to the right person, in the right language, with the right knowledge — without long wait times or unnecessary transfers. Allstream Intelligent Call Processing puts you in complete control over Contact Centre traffic. With the ability to dynamically route calls based on agent availability, specific routing arrangements, caller attributes, geographic locations and specific business functions, you can create increased efficiency and convenience for your business customers.

Features:

• Routing determined by:
  • Caller's telephone number
  • Toll-Free number dialed
  • Agent queues or skill set
  • Real time subscriber database queries
  • Up-to-30 caller entered digits (CEDs)
• Full interaction with Advanced Features such as network announcements, busy signals and prompters
• Digit collection and aggregation

Maximizing Value for Your Business:

Increase Efficiency
Create customer specific proprietary routing arrangements and offer priority service based on call attributes. You can also route calls to geographically diverse call distribution centres based on Contact Centre status or to specific business functions including sales, customer inquiries, customer service or billing.

Optimize Resources
Identify and route to an agent who is currently available, is most idle, last spoke to the caller, has the correct language or skills or has shortest queuing time. In addition, you can also dynamically allocate calls across multiple Contact Centres on a call by call basis.

For more information please contact us using one of the following methods:

• Complete our Information Request form
• Contact your Sales Representative
• Call us at 1 888 811-6301