Dynamic Route Manager

Delivering Customers to the Ideal Agents

Overview

Our Dynamic Route ManagerTM (DRM) engine orchestrates customer routing across channel to deliver the customer to the ideal agent. By dramatically simplifying the management and reporting of customer handling and routing, DRM unlocks the value of your contact center and outsourcer infrastructure. DRM evaluates customer segments, business rules, and real-time contact center statistics to provide differentiated customer experience that match your customer experience and business goals. By routing contacts to “in-house” or outsourced contact centers based on customer segments, business rules and contact center metrics, you will always meet your center’s service objectives.

Features

Customer Segmentation

Understands customer needs and through business-defined segments, intelligently routes them to the most cost-effective and CX-effective group.

Benefits

Customer First Experience

Give your customers the best user experience that aligns to your cost and CX goals.

Multiple Contact Center Support

Uses contact center statistics including real-time staffing, wait times, and service levels from multiple centers to make instantaneous decisions about routing a contact to the most cost-effective and CX-effective group. 

Control Multiple Locations at Once

Allows scale and local control over multiple Contact Centers without having to build out a monolithic and rigidly controlled environment.

Business Function Management

Reduces the management of hundreds of “VDNs” or route points to a simple to understand Business Function approach for simpler management and quicker onboarding.

Streamlined Management

Gives control back to Business Owners within the Contact Center to set policy and routing. Supports multiple concurrent users and harmonizes management decisions in real-time.

In-house and Outsourcer Balancing

Balances in-house Contact Center and Outsourcer routing based on contact center statistics, calendars, holidays and even on-going contracts.

Optimize Use of Outsourcers

In real-time, lets you manage your outsourcers according to your contracts and performance goals.

In-line integration of Callbacks, Surveys and Alternative Treatment

Snaps in new routing options like Callback offers, Surveys and advanced Wait Treatment.

Add Features with Ease

Seamlessly add Callback Offers, Survey Offers, and alternative treatment like Advanced Wait Treatment and Channel shift, without touching your underlying Contact Center.

Repeat Caller routing to same Agent

Detects repeat callers and gives customers the option to speak with the same agent as last time.

Same Agent Assist

Lets you and your customer decide when the best experience is connecting them to a prior agent.

Diversion of Voice to Chat Channels

Detects mobile phones and, based on business rules, contact center statistics, and AI, offers a customer the option to move from a voice call to a “Chat” via Text Messaging or Smartphone App.

Load Management

Shifts voice traffic to higher bandwidth and less expensive channels such as Text Messaging, Mobile Web or Smartphone “Apps”.

In-house and Outsourcer Balancing

Balance “in-house” Contact Center expertise and costs with Outsourced bubble or permanent staffing by making call-by-call routing decisions based on contact center statistics, operational hours and calendars and even on-going contract obligations.

Distributed Contact Center Support

Uses contact center statistics including real-time staffing, wait times, and service levels from multiple centers to make instantaneous decisions about routing a contact to the most cost-effective and CX-effective group.

Features

Customer Segmentation

Understands customer needs and through business-defined segments, intelligently routes them to the most cost-effective and CX-effective group.

Multiple Contact Center Support

Uses contact center statistics including real-time staffing, wait times, and service levels from multiple centers to make instantaneous decisions about routing a contact to the most cost-effective and CX-effective group. 

Business Function Management

Reduces the management of hundreds of “VDNs” or route points to a simple to understand Business Function approach for simpler management and quicker onboarding.

In-house and Outsourcer Balancing

Balances in-house Contact Center and Outsourcer routing based on contact center statistics, calendars, holidays and even on-going contracts.

In-line integration of Callbacks, Surveys and Alternative Treatment

Snaps in new routing options like Callback offers, Surveys and advanced Wait Treatment.

Repeat Caller routing to same Agent

Detects repeat callers and gives customers the option to speak with the same agent as last time.

Diversion of Voice to Chat Channels

Detects mobile phones and, based on business rules, contact center statistics, and AI, offers a customer the option to move from a voice call to a “Chat” via Text Messaging or Smartphone App.

In-house and Outsourcer Balancing

Balance “in-house” Contact Center expertise and costs with Outsourced bubble or permanent staffing by making call-by-call routing decisions based on contact center statistics, operational hours and calendars and even on-going contract obligations.

Benefits

Customer First Experience

Give your customers the best user experience that aligns to your cost and CX goals.

Control Multiple Locations at Once

Allows scale and local control over multiple Contact Centers without having to build out a monolithic and rigidly controlled environment.

Streamlined Management

Gives control back to Business Owners within the Contact Center to set policy and routing. Supports multiple concurrent users and harmonizes management decisions in real-time.

Optimize Use of Outsourcers

In real-time, lets you manage your outsourcers according to your contracts and performance goals.

Add Features with Ease

Seamlessly add Callback Offers, Survey Offers, and alternative treatment like Advanced Wait Treatment and Channel shift, without touching your underlying Contact Center.

Same Agent Assist

Lets you and your customer decide when the best experience is connecting them to a prior agent.

Load Management

Shifts voice traffic to higher bandwidth and less expensive channels such as Text Messaging, Mobile Web or Smartphone “Apps”

Distributed Contact Center Support

Uses contact center statistics including real-time staffing, wait times, and service levels from multiple centers to make instantaneous decisions about routing a contact to the most cost-effective and CX-effective group.

Adapt Customer Service to Changing Business Needs

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