Efficiently routing and handling customer phone calls, chats, e-mail, and other media are what drive contact center productivity. Contact centers need to respond rapidly to changing customer and market demands.

FEATURES

• Single, unified queue
• Multichannel skills-based routing
• Weighted routing, not binary
• Real-time moves, adds, and changes
• Real-time algorithm optimization
• Overflow routing
• Real-time overflow rule modification
• Customer priority routing
• Easy integration with CRM applications
• Real-time screen pop modification