Match callers to the
agents most qualified to
meet their needs

Skills-based routing for improved first call resolution.

Automate agent allocation based on skills
Rather than simply choosing the next available agent, the skills-based routing call-assignment strategy assigns inbound inquiries to the agent most suitably trained for that particular issue. Easily create rules to queue up similar queries to the agent groups that have the appropriate skills for resolution.
Reduce average handle time with callers
Assign callers to agents based on specific criteria, such as the phone number of the caller, previous tickets, or choices made on the interactive voice response (IVR) system. Instead of awaiting transfer to the right agent, intelligently place callers into a dedicated queue and match with the first available agent with the right skill set.
Increase productivity with less training required
Identify, evaluate, and score agent skills and weaknesses to create call assignment rules. Shorten and simplify training programs to educate only in areas agents excel.
Route high-value customers to highly skilled agents
Ensure customer-centric business growth by providing highly skilled agents to important clients, allocating resources to calls that provide the most return.
Customer examples

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