Interaction Director pre-integrates to the Customer Interaction Center® (CIC) solution to route calls as well as e-mails and faxes to the location that can best handle them at a given time, up to hundreds of thousands of interactions per hour using a single Interaction Director server.
Given two or more locations using CIC and connected by a wide area network running TCP/IP, Interaction Director delivers:
- Intelligent load balancing to scale operations, including configurable call routing rules to define overflow handling, best site/agent routing, etc.
- Flexible multimedia routing according to agent skill sets, queue levels and other data
- Real-time supervisor views of Workgroups, Agents, Interactions and Route Detail
- The flexibility of CIC’s standards-based architecture for:
- Lower deployment, operation and maintenance costs
- Inherent disaster recovery, routing interactions to an alternate site when necessary
- SIP-based remote access for agents and supervisors
In one seamless process, our call routing software communicates in real-time to the registered CIC servers in multiple locations, gathers data relevant to queues, users, workgroups, skills and other interaction factors, and stores that data for quick access to make routing decisions automatically.
Pre-call and post-call routing in Interaction Director uses the SIP standard to allow for third-party SIP-based integration, resulting in more intelligent routing processes.
Pre-call
- With any carrier that provides a basic SIP messaging translation
- Calls to any IP route point in a contact center’s LAN/WAN
Post-call
- Calls to any IP route point in a contact center’s LAN/WAN
- Also route e-mails, faxes and generic media such as trouble tickets and order system verification
Interaction Director goes well beyond just making wait times a thing of the past. Benefits of our call routing software range from faster customer responses to knowing interactions will still be answered should a natural disaster disable one of your contact center locations.
- Route multimedia interactions consistently
- Avoid overloads to meet service level goals
- Increase customer satisfaction by smoothing bumps and spikes
- Route CRM trouble tickets, order system verifications and other generic media using CIC’s multimedia ACD
- Reduce agent costs and turnover by leveling interaction loads for all agents
Find out more about our call routing software. Contact us today!