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:
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:
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 collectivelyLEARN MORE
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 levelLEARN MORE
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 phoneLEARN MORE
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 intelligenceLEARN MORE
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.
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