Omnichannel Routing
259Omnichannel Routing

Omnichannel Routing

Today’s consumers use a wide variety of communication channels along the customer journey. If their inquiries are not answered satisfactorily in a timely manner, on the channel of the their choosing, customer satisfaction drops.

Avoid the risk of losing your customers

How can a company keep up with the coming and going of customer interactions and data from a wide variety of communication channels?

With an end-to-end omnichannel routing strategy, tailored to its needs.

Feature set

Routing strategy Routing strategy

Routing strategy

Calls, emails, chats, are bundled and forwarded to the responsible customer consultant. If the customer consultant is not available, a predefined substitute is used. You can ensure and improve avai…

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Routing strategy

Routing strategy

Calls, emails, chats, are bundled and forwarded to the responsible customer consultant. If the customer consultant is not available, a predefined substitute is used. You can ensure and improve availability in the event of technical faults or unusual load situations with intelligent routing and load balancing between your branches.

Advantages of omnichannel routing Advantages of omnichannel routing

Advantages of omnichannel routing

  • Simplified operation of contact center systems with multiple dial-in numbers.
  • Few master call flows in the system. Each service number or email address defines one instance of the master call flow…
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Advantages of omnichannel routing

Advantages of omnichannel routing

  • Simplified operation of contact center systems with multiple dial-in numbers.
  • Few master call flows in the system. Each service number or email address defines one instance of the master call flow.
  • Standardized call flows means the operation and support of the system is simplified.
  • When creating new service lines, only one additional line has to be defined.
  • Cisco blog blogs.cisco.com/tag/omnichannel
Representative management Representative management

Representative management

In some companies, customers have a dedicated personal customer consultant who they can contact with their concerns via a personalized telephone number and email address. If the customer’s personal…

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Representative management

Representative management

In some companies, customers have a dedicated personal customer consultant who they can contact with their concerns via a personalized telephone number and email address. If the customer’s personal consultant is not available, they’ll be forwarded to a substitute. These rules are stored on the customer’s systems or on the contact center system and form the basis of the routing strategy. These rules can then be implemented using the “waterfall” routing model.

Master call flow Master call flow

Master call flow

With the help of the master call flow concept, Bucher + Suter offers companies the possibility of processing large volumes of existing and incoming service numbers using the same type of call distr…

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Master call flow

Master call flow

With the help of the master call flow concept, Bucher + Suter offers companies the possibility of processing large volumes of existing and incoming service numbers using the same type of call distribution. Master call flows not only increase the flexibility and speed of implementing new business requirements, but also reduce the overall costs of operating the solution.

Resources

Fact Sheets

Videos

  • From Omnichannel to Customer Engagement, CDX Day 2020

  • New digital channels empowered by IMImobile CDX Day 2021

  • Voice, Email, Chat and Cloud Contact Center, CDX Day 2020

  • Voice, Email, Chat, What’s new in CCE 12.5? Spring Webinar 2020

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