Infra Call Center functionality is based upen the following constituents:
- Intelligent call routing
- Automatic request distribution (both inbound and outbound)
- Automated voice customer self-services
Close integration of call routing system with request distribution system Infra ACD and the voice menu system Infra IVR allows to configure call center without enlarging staff. Routing rules, blocks and transitions of IVR system, setting up queues and a waiting cycle are being configured with the use of a unified graphic interface.
Intelligent routing
Routing rules are defined by a combination of conditions taking into account various parameters.
Hot restart function allows to change routing settings during the Call Center work. All changes take effect immediately, without interrupting the service.
To implement custom algorithms such as data driven routing, the Infra Call Center allows to create rules in standard scripting programming languages VB Script or Jscript. A script may check any additional conditions and perform any arbitrary actions on the basis of external information, e.g. customer-related data obtained from a CRM system.
Scenario: custom routing in a bank
Automatic request distribution
The system of universal request distribution Infra ACD allows to distribute a large amount of requests - both inbound and outbound - among call center agents taking into account the current status of the agent and the agent selection algorithm specified for the current queue. The number of queues, call distribution algorithms for eah queue and rules of interaction of queues are configured on the stage of call center integration.
Infra ACD includes the following call distribution algorithms:
- Longest Idle Agent
A new call is routed to the agent who was idle for the longest time. - Personal Agent
On the basis of call statistics the agents who have already spoken to the caller are identified, and the call is routed to one of the agents. - Skilled Agent
For each type of the call, agent skills are taken into account, and the most skilled agent is selected for the particular type of call. This algorithm may be also used for training new agents; then a call will be routed to the agent with the least skill level. - CRM Defined Agent
Provides connection with a user-defined external distribution algorithm, which allows to distribute calls according to the rules of an external CRM or ERP system.
The call is selected from a queue according to its priority; if priorities of calls are equal, the call that waited longest will be chosen. Owing to close integration of Infra ACD with call routing system and Infra IVR, the call will be prioritized according to either the routing system conditions or selection of IVR items.
Infra Call Center enables an agent to handle simultaneously both inbound and outbound calls. Requests for outbound calls usually have less priority, which allows to implement a scenario of dynamically balancing call load, - when there are no inbound calls, agents are busy with processing outbound calls, and when there is an inbound call overflow, the agents switch off to processing inbound calls.
Scenario: Call distribution in an insurance company
Automated voice services
The system of building voice menus Infra IVR provides customers with intelligent around-the-clock self-service. This allows to free call center agents from their routine tasks and use them for processing more complicated and non-standard requests.
The examples of the services that may be automated with the help of Infra IVR:
For building simple voice menus you do not need to have any particular programming skills or special knowledge. Using Graphic User Interface, system Administrator creates a hierarchy of voice menu by setting voice prompts and transitions for selecting relevant items.
To form more sophisticated voice menu one may use scripts written in Jscript or VBScript. Such IVRs might include the following:
- Obtaining information from external databases or CRM systems (e.g. an order status, state of account)
- Dynamic creation of voice messages (e.g. reporting on the balance of account data)
For dynamic creation of voice messages the system uses functions of Infra Speech Module: the subsystem for speaking numbers, sequences of figures, phone numbers, date and time, currencies, etc. Support of VoiceXML standard allows to create voice applications with the use of Text to Speech and Speech Recognition technologies.
In the course of waiting for connection to an agent, the IVR may offer the customer an hierarchical menu that includes information about products and services, notification about the call location in queue or estimated waiting time calculated on the basis of current values of parameters of distribution system Infra ACD. Infra IVR may be also used for choosing an ACD queue, identifying a customer or routing a call.
Automated customer services created with the help of Infra IVR provide simultaneous support of voice menus in several languages, so to add a language you just need to record voice prompts for the language.
