We make destination telephone numbers available where your traffic can be routed to. We develop a routing plan together with the stakeholders so that we can optimally distinguish traffic and split it over different queues as appropriate. Cimplicity will use the origin and any IVR data to decide through so-called skill-based routing which is the best agent for the call and connect it to that agent. From within the Cimplicity Agent Desktop the agent has all the necessary items ready in order to get his or her job done – even if it concerns a Work From Home agent. Also, every queue is provided with an up-to-date list of specific call forwarding destinations.
On top of the aforementioned skill-based routing, we offer additional options for routing calls. Because of the flexible design of our interaction router an extra layer of business logic can be added where each database within our reach can be accessed in order to find the best agent for the interaction. This business logic may differ for each queue which makes it possible to make specific decisions based on both internal and external data. This enables performance-based routing where the best agent is determined by its performance: the best sales conversion on a sales queue, the best save-rate in a retention queue. Less business-specific applications such as routing based on AHT are also possible.