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.
