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SMRTTouch® (Carrier Level Call Routing – IVR/ACD)

SMRT Touch (Smart Cloud Call Routing)

Using our own telecom network designed specifically for complex, multi-site and high-volume contact centers, SMRT Touch® carrier-level call routing intelligently transfers calls to the most available and trained agent from either our multi-site, Intelligent routing ACD or IVR. As the contact center manager/administrator, you determine how and when incoming calls are routed. You have full control over which criteria you choose and under what conditions. Calls can be automatically routed based on the combination of availability, skill set, location and call volume, for example.

Route Calls Almost Anywhere

What’s more, our intelligent ACD enables you to route calls across:

  • Multiple sites
  • Multiple locations
  • BPOs
  • At-home agents

This enables you to essentially create and route to a single pool of collective agents regardless of where they are (even if they work for one of your BPOs).

IVR/ACD Call Routing Rules

Customers can tie together several centers under an umbrella DID or toll-free number and specify the way in which calls are distributed among geographically distributed contact centers. SMRT supports several distribution methods, from simple round-robin, top-down, time-of-day, as well as more complex percentage-based, pattern based, ratio and IVR/ACD. SMRT maintains failure routes to guarantee that your calls are delivered no matter what is happening at your center.

Call Routing features include:

  • Simple drag and drop tools
  • Enterprise level call control
  • Make changes on the fly
  • Add DIDs and Toll Free numbers with a single click
  • Utilize IVR/ACD to control routes
  • Zero hardware or software maintenance
  • Easily build robust IVR
  • Cloud digital recording
  • Open API for using enterprise data in IVR routing rules
  • Use our solutions with your existing technology, our contact center solutions, or a combination of the two
  • Assign different numbers to different calling campaigns to track performance down to specific agents in a pool.

 

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THE INTELLIGENT CONTACT CENTER IS HERE

Multi-site contact centers and BPOs can now easily generate enterprise-quality business intelligence from ANY data source possible and also enjoy a much higher level of compliance and sales conversion capabilities than ever before.

Make customer engagement decisions based on enterprise-wide data

Have centralized visibility and control across all your contact centers, BPOs and at-home agents collectively

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Add an extra layer of compliance protection

Cast a wide compliance safety net across your entire customer engagement operation as far back as the carrier level

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Reach outbound calling parties 30% more often

Improve outbound-calling sales conversion by automatically presenting local, familiar numbers to calling parties so they are more likely to answer the phone

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Bring Carrier-Level Capabilities into your contact centers

Make more money and lower your contact center TCO with carrier-level, performance-based call routing, compliance and business intelligence

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MODULARITY...PAY ONLY FOR WHAT YOU NEED

All NobelBiz solutions are modular, so you only pay for what you need - nothing more. You can pick and choose precisely which solutions, features and capabilities you require.