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Advanced Routing

Nearly 70% of customers say connected processes, such as seamless hand-offs and personalized interactions, are critical to winning their business. Advanced routing brings together key data sources across your organization to help your agents deliver outstanding customer care, and to give your customers real continuity.

Deliver Real-time Personalization No Matter the Channel

With Advanced Routing, a personalized customer experience is possible across all communication channels.  Using an array of business data, a caller is directed to the most appropriate agent. The agent is able to view customer data, as well as the context of the call, as well as and the interaction history of the customer in a single dashboard. This facilitates an informed conversation and a faster resolution.

Agent Skills

With Advance Routing, incoming communications can be assigned to the most suitable agent, instead of simply choosing the next one available.

Customer Journey and Sentiment

With Advanced Routing, contact interaction history across all channels is enabled to ensure that requests are routed to the appropriate contact center agent based on their previous interactions.

Business Rules

Intelligently collect, route, and distribute inbound communications based on your own unique business rules. Rules can include business hours, holidays, inquiry types, or more.

CRM Database

‘Dip’ into any data source to search for caller profile’s, prioritizing and routing callers using your CRM data.

Interested in learning more?

Contact Netrix today to speak with an expert.