E-mail: info@ydilo.com • Telephone: + 34 91 252 84 00
The Ydilo Advanced Call Routing solution optimizes how all calls are managed and routed in any kind of call centre, ensuring that callers are always attended by the most suitable customer services agents at any time, depending caller needs, agent profile, skills and competencies, as well as other defined business rules.
This solution offers added value to companies that want to offer even better quality customer services to their callers. An improved caller experience and better call routing are to be had by incorporating query and identification information upfront in caller interactions using the most advanced natural language recognition.
This way, caller interactions can be engineered to facilitate better segmentation to make the most of the available agents and their skillsets, as well as to help create specific customer services strategies for each caller profile. The solution can trigger the caller dialogue instantly without any waits, and incorporates advanced functionality for intelligent call management and filtering.
Ydilo Advanced Call Routing also seamlessly integrates with CTI systems to provide call centre agents with all the available caller information including data from previous interactions to avoid irritating repetition, and improving the overall caller experience.
The Ydilo Advanced Call Routing solution makes the most of previous investments in the workforce and technological infrastructure, to offer high quality customer services fully adapted to the callers, while accommodating the call centre capacities and functions.
• Interactive and friendly speech-enabled interface that enables agile and intuitive communication to address the needs for customer services
This solution offers added value to companies that want to offer even better quality customer services to their callers. An improved caller experience and better call routing are to be had by incorporating query and identification information upfront in caller interactions using the most advanced natural language recognition.
This way, caller interactions can be engineered to facilitate better segmentation to make the most of the available agents and their skillsets, as well as to help create specific customer services strategies for each caller profile. The solution can trigger the caller dialogue instantly without any waits, and incorporates advanced functionality for intelligent call management and filtering.
Ydilo Advanced Call Routing also seamlessly integrates with CTI systems to provide call centre agents with all the available caller information including data from previous interactions to avoid irritating repetition, and improving the overall caller experience.
The Ydilo Advanced Call Routing solution makes the most of previous investments in the workforce and technological infrastructure, to offer high quality customer services fully adapted to the callers, while accommodating the call centre capacities and functions.
Highlights
• Interactive and friendly speech-enabled interface that enables agile and intuitive communication to address the needs for customer services
• Caller interactions based on natural language recognition to gather additional information to improve the next reroute
• Call-centre defined parameters for call routing based on available agent, the right agent group for handling the call, number called by the user, time called, etc.
• Tracking to continually improve routing based on caller history, patterns and other data gathered
• Pre-defined filtering criteria (black lists) to block calls and users
• Optimized caller identification dialogues, avoiding repeated questions and requests for personal data
• Increased caller satisfaction through reduced call times achieved in each transaction, upon ensuring callers are best answered by the right agent
• Improves the success rate of calls managed by the call centre as compared to traditional systems
• Greater cost efficiencies achieved through the higher number of callers attended as a result of efficiently routing to the right agent in less time
• Call-centre defined parameters for call routing based on available agent, the right agent group for handling the call, number called by the user, time called, etc.
• Tracking to continually improve routing based on caller history, patterns and other data gathered
• Pre-defined filtering criteria (black lists) to block calls and users
• Optimized caller identification dialogues, avoiding repeated questions and requests for personal data
Benefits
• Increased caller satisfaction through reduced call times achieved in each transaction, upon ensuring callers are best answered by the right agent
• Improves the success rate of calls managed by the call centre as compared to traditional systems
• Greater cost efficiencies achieved through the higher number of callers attended as a result of efficiently routing to the right agent in less time
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