Intelligent routing (IR), also known as skills-based routing, is the core technology in contact centers. It captures the customer inquiry, which can be via voice, digital (e.g., chat, email, messaging), or social (e.g. Twitter, Facebook) channels. It then queues and routes the inquiry to the right agent based on a set of rules.
A good routing solution empowers end users (no matter of the skillset) to easily adjust the customer experience and the use of agents in real-time. Contact centers are the front-line to most organizations and require solutions that adjust to constantly changing business needs. There is no time to have an IT project for every routing change.
Flexible routing solutions result in happy end users and a more effective use of IT resources.
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