SMRT Touch is a Technovation award-winning advanced cloud-based routing solution that enables customers to dynamically route calls internally across their own locations and externally to contracted contact centers. SMRT Touch allows inbound call centers to make more efficient use of their resources and to increase the reliability of their own services.

By using SMRT Touch, a customer can tie together several centers under an umbrella DID or toll-free number and specify the way in which calls are distributed among the allocated seats. SMRT supports several distribution methods, from simple round-robin and top-down, to more complex percentage based and time-of-day algorithms. Algorithms can be tied together in ascending or descending order to enable effective call flow based on skill, priority, and business continuity.

Whether it’s the need to keep more seats occupied, provide additional capacity and overflow, or simply add a degree of redundancy to a critical campaign, SMRT Touch can be customized to accommodate your business.

• Unify call routing across all internal and contracted contact centers.
• Gain a new level of transparency and call control across the enterprise.
• Improve customer service levels and overall quality of each customer engagement.
• Zero hardware and software maintenance.Zero wasted spending on excess capacity.
• Delivered through a self-service web site, managed service or via API.