Intelligent call routing based on customer profile

Purpose

1.1. Automate intelligent call routing to connect customers with appropriate agents using profile, history, and preferences.
1.2. Automates agent allocation, reduces wait times, increases first-contact resolution, and leverages automated data matching.
1.3. Automate client communication routing for multi-channel inbound calls based on automated customer sentiment, loyalty score, and previous interactions.
1.4. Enables automated escalation, prioritized routing, and segmentation using programmable automators.

Trigger Conditions

2.1. Incoming call detected on call center telephony platform.
2.2. Automated retrieval of customer record or profile on CRM or contact center database.
2.3. IVR system automatedly captures caller input or intent for segmentation.
2.4. Customer requests routed by automated intelligence from digital channels (web, SMS, etc).
2.5. Automated sentiment score or business intelligence flag triggers routing change.

Platform Variants

3.1. Twilio Voice
• Feature/Setting: TaskRouter API for automated intelligent workflow mapping.
• Configuration: Configure TaskQueues, Worker attributes, and Routing Rules in Twilio Console.

3.2. Genesys Cloud CX
• Feature/Setting: Architect’s Call Flow with agent skill-based routing.
• Configuration: Design routing logic with data actions for automated fetch and assignment.

3.3. AWS Connect
• Feature/Setting: Contact Flow automatedly using Lambda integrations.
• Configuration: Invoke Lambda for customer lookup, set automated routing profiles.

3.4. Five9
• Feature/Setting: Automated Intelligent Routing via Skills and Priority assignments.
• Configuration: Assign call queues and automatable skills to agents in Admin Portal.

3.5. NICE inContact
• Feature/Setting: Automated Routing Profiles and Studio scripting for dynamic flows.
• Configuration: Script skill-based automated routing and profile lookups.

3.6. Cisco Unified Contact Center Express
• Feature/Setting: Automated Skill Group and Precision Routing.
• Configuration: Map contact attributes to agent proficiency with automation scripts.

3.7. Avaya Aura
• Feature/Setting: Automated Vector Directory Numbers and Experience Portal routing.
• Configuration: Automate segmentation logic based on customer ANI/DNIS.

3.8. RingCentral Contact Center
• Feature/Setting: Automated Omni-Channel Routing using Skills and Capacity Rules.
• Configuration: Set up agent skills, priorities, and automate call flows in Admin settings.

3.9. Zendesk Talk
• Feature/Setting: Automated IVR flows and trigger conditions using Routing Rules.
• Configuration: Automate routing based on tags, profiles, and custom fields.

3.10. Aircall
• Feature/Setting: Automated Call Assignment with custom tags and team routing.
• Configuration: Automate inbound call flows using number-based rules and team assignment.

3.11. Dialpad
• Feature/Setting: Automated Call Routing with Department and Office hours logic.
• Configuration: Set up contact center automations for smart routing.

3.12. Talkdesk
• Feature/Setting: Automated Studio Flow Designer for skill-based routing.
• Configuration: Drag-and-drop automated logic for customer-profile matching.

3.13. 8x8 Contact Center
• Feature/Setting: Automated Routing Rules and Profile-based Direct Routing.
• Configuration: Automate skills mapping to agent profiles and priorities.

3.14. Freshcaller (Freshdesk Contact Center)
• Feature/Setting: Automated Call Routing using advanced IVR flows.
• Configuration: Configure Routing Automation with custom profile mapping.

3.15. Salesforce Service Cloud Voice
• Feature/Setting: Automated Routing with Einstein Bots and Profile Triggers.
• Configuration: Set up automated service flows using Work Rules and skill requirements.

3.16. Microsoft Dynamics 365 Omnichannel
• Feature/Setting: Automated Workstream Routing and Priority Assignment.
• Configuration: Configure Routing Rules with automated customer lookup and distribution logic.

3.17. VCC Live
• Feature/Setting: Automated Workflow-based Routing using Real-time Data.
• Configuration: Set up custom routing automations using scripting interface.

3.18. Mitel MiCloud Connect
• Feature/Setting: Automated Call Flow Builder for dynamic routing by customer type.
• Configuration: Assign automated routing profiles in cloud admin portal.

3.19. UJET
• Feature/Setting: Automated Smart Actions and Routing Engine.
• Configuration: Define profile criteria for dynamic agent assignment.

3.20. Aspect Via
• Feature/Setting: Automated Intelligent Work Assignment engine.
• Configuration: Create workflows that automate segmenting and routing based on data.

Benefits

4.1. Automates optimal agent allocation, maximizing resource utilization and reducing wait times.
4.2. Automatedly personalizes customer experience and route priority clients to expert agents.
4.3. Automates escalation for high-value or urgent calls, reducing operational risks.
4.4. Automates compliance with business SLAs via intelligent call distribution.
4.5. Automating routing enhances scalability, enabling frictionless handling of increased call volumes.
4.6. Automated intelligence monitors, measures, and continuously improves routing efficacy.
4.7. Supports omnichannel environments where automation routes voice, chat, and digital contacts seamlessly.