Omnichannel Routing

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.

• 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

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.

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.