Advanced Routing and Distribution
In an increasingly competitive world, making the most of every opportunity is essential. Callmedia's ground-breaking routing, priority and blending engine delivers the right call to the right agent at the right time.
Callmedia Enterprise's Task Allocation Engine ensures that service levels are consistently achieved, and calls and tasks are allocated fairly to users. With up to 20 levels of skill, the system is flexible enough to implement any set of routing rules - no matter how complex - and make them easy to manage.
The system is designed to make sure that you can answer as many tasks as possible - even when thing are busy.
To make sure you handle every possible call, Callmedia first allocates tasks to the highest-skilled users. If these are all busy, it will look for less skilled users before interrupting emails and re-allocating people from outbound calling to handle a surge in demand.
Callmedia Enterprise's Task Allocation Engine ensures that service levels are consistently achieved, and calls and tasks are allocated fairly to users. With up to 20 levels of skill, the system is flexible enough to implement any set of routing rules - no matter how complex - and make them easy to manage.
The system is designed to make sure that you can answer as many tasks as possible - even when thing are busy.
To make sure you handle every possible call, Callmedia first allocates tasks to the highest-skilled users. If these are all busy, it will look for less skilled users before interrupting emails and re-allocating people from outbound calling to handle a surge in demand.