Aria Solutions’ SWIFT Routing is a pre-built, enterprise agent skills-based routing solution.
Developing solutions to effectively manage interactions in real-time that include customer experience best practices is challenging. This solution includes basic-to-complex features that are enabled as needed through configuration. It is been developed from requirements gathered from our 15 years’ experience and hundreds of routing projects.
Solution Asset Features
All features and functions described as part of SWIFT Routing are configurable to users through Genesys application. Standard Genesys security configuration is used to determine which types of users have permission to make various types of changes.
Set Normal or specific company holiday or other special day hours of operation. When closed, callers can be played a closed message, sent to voicemail or sent to another group that handles after hour calls.
Keep customers informed through the life cycle of their interaction. Play messages as the call arrives, such as “Your call may be monitored…” & “Due to high volumes..”. As interactions are waiting for an agent, alternate between recorded messages and music. Through configuration, set which messages will be played and when, the type of music and whether messages will repeat.
Define any combination of Skills and Skill Levels for each interaction your organization handles. Set the amount of time an interaction should wait before looking at alternate resources (See the Overflow Feature).
Set priorities, by putting certain types of interactions at the front of the queue.
Any number of overflow levels can be configured based on the length of time an interaction is waiting in queue. Before looking to route to these overflow skills statistics, thresholds should be checked (e.g. only route if more than X agents are available or if this group’s service level is x). All of these parameters can be uniquely configured to each type of interaction handled within your organization.
Enable an Emergency closure for one or more groups via Genesys Administrator Extension. Choose how interactions will be handled in the case of an emergency (play a message only, play a message and allow them to queue, etc.)