Skills-Based Routing

Match customers to the most skilled agent to solve their query, quickly and accurately.

Optimise your Interactions

Serving callers quickly and efficiently is an integral part of creating powerful customer experiences. 

ipSCAPE’s skills-based routing matches each caller to the agent that has the skill set, or longest available time to assist at the following levels:

  • Campaign 
  • User
  • Interaction 

Customer queries are solved sooner, improving the user experience and creating efficiencies within your contact centre.

Skill Assignments in Queues
Monitoring call centre performance

Improve First Call Resolution

Callers are assigned to agents based on specific criteria. These can be based on the caller’s telephone number, inputs into the Interactive Voice Response (IVR) or information derived from your Customer Relationship Management (CRM) solution. 

Customers are directed to an agent most skilled to solve their query, creating greater first call resolution rates and reducing costs in your contact centre. 

ipSCAPE Capabilities

The ipSCAPE platform provides you with all the features you need to run a world-class contact centre.

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Skills Matching

Customers and agents can be matched based on specific skills such as agent expertise, product knowledge or previous engagements, improving speed to resolution.

Increase Sales

Inbound calls can be routed based on a customer’s telephone number. Combined with a CRM, high value customers can be identified and fast-tracked, creating a more personalised service and increasing sales. 

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Satisfy Agents

If agents have specific skills they are specialised in and enjoy doing and are assigned these calls, they may experience improved job satisfaction.

Would you like to know more about ipSCAPE?