Single Routing Engine for all Interactions

Easily configure a single set of business rules and routing regardless of the customer’s interaction channel to ensure excellent customer experiences.

Overview

Customer interactions can come at a company from all directions these days. It’s no longer enough to field phone calls. The successful business must also efficiently and effectively manage customer contact via SMS, email, web chat, social media, and more. A Single Routing Engine for all Interactions helps streamline this process.

Why use a Single Routing Engine?

Using a Single Routing Engine for all Interactions you can boost service satisfaction while giving your customers a choice about the channel they interact with. Evolve IP makes it easy to design rules to address your business needs across many different contact channels. Configure routing to reflect skills, priority, utilization or more as you adapt your solution to create positive customer experiences throughout your brand’s environment.

Advantages

Leverage contact center technology to create a consistent customer experience:

 

  • Improve contact resolution by streamlining interactions.
  • Simplify processes for agents and employees by designing consistent business rules and routing regardless of channel.
  • Embrace modern architecture and provide a true omnichannel customer experience.
  • Incorporate employees working remotely or off-site with a seamless routing engine.
  • Better utilize resources and identify business insights and trends with a transparent, overall view into all customer contacts.

Partner with Evolve IP

Drive customer satisfaction by designing a single set of business rules and routing regardless of channel. The Single Routing Engine for All Interactions is only one of the many advantageous features of Evolve IP’s Contact Center as a Service Solution. Learn more.