Dynamic Route Manager
Delivering Customers to the Ideal Agents
Overview
Our Dynamic Route Manager™ (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.
Benefits
Customer First Experience
Give your customers the best user experience that aligns to your cost and CX goals.
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.
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.
Load Management
Shifts voice traffic to higher bandwidth and less expensive channels such as Text Messaging, Mobile Web or Smartphone “Apps”.
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.
Optimize Use of Outsourcers
In real-time, lets you manage your outsourcers according to your contracts and performance goals.
Same Agent Assist
Lets you and your customer decide when the best experience is connecting them to a prior agent.
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.
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-line integration of Callbacks, Surveys and Alternative Treatment
Snaps in new routing options like Callback offers, Surveys and advanced Wait Treatment.
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.
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.
In-house and Outsourcer Balancing
Balances in-house Contact Center and Outsourcer routing based on contact center statistics, calendars, holidays and even outsourcer contracts.
Repeat Caller routing to same Agent
Detects repeat callers and gives customers the option to speak with the same agent as last time.
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.
Adapt Customer Service to Changing Business Needs