This article is part of APAC CIOoutlook Innovation Insights series featuring expert contributions nominated by our subscribers and reviewed by our editorial team.
Traditionally, for a contact center to use skill routing, center manager first need define each skills and assign those skill to agent. And create a DN (directory number); assign agent or agent group to this DN. The complexity to manage those DNs, agent group and agent make most of center manger headache.
What if we can only need a center based DN and all agents with skills are automatically added into this DN without any additional setting? Center manager will able to pay attention on managing the agent skills parameters. This will greatly simplified the center manager’s effort and easy to build skill routing contact center.
Ezvoicetek solution can perfectly fulfill the requirements by newest IP Contact Center release 2.0 released by end of March 2021.
It can support center-wide skill DN routing. Center manager can simply create a center based skill DN group and the system will automatically add the skilled agent into this DN group without any additional setting. The only left job for center manager is focusing to manage their own agent skill and levels.
Ezvoicetek solution can not only rapidly create a skill based contact center, but also providing different routing strategies in order to leverage the customer waiting time and best skill agent matching. The traditional skill matching is need to have all skills are matched for dispatching to agent. Apart from it, Ezvoicetek does also provide the following skill routing strategies to balance the skill requirement and customer waiting time:
The best effort skill matching strategy: It will minimize the customer waiting time by matching as many as possible skills but not losing the skill requirement by a bottom line of minimum skill count requirement. Only those agents meet minimum required skill count will be considered as a candidate for dispatching.
The decreasing skill required count strategy: It will try to match all required skills at first for a specified time. When exceed the specified time and still do not have a qualified agent to service, the system will try to reduce the requirement of skill in order to have more agents to be considered. This strategy tries to keep the highest customer satisfy by matching all skills and also try to minimize the customer waiting time to reduce the skill demand by time.
With Ezvocietek IP contact center solution, center manager can utilize the center-wide skill DN routing technologies to create and manage their skill routing center in a very efficiency way. And by choosing a suitable skill routing strategy, center manager can have a balance in between customer waiting time and skill requirements, without losing the service quality of contact center.
Ezvoicetek solution can not only rapidly create a skill based contact center, but also providing different routing strategies in order to leverage the customer waiting time and best skill agent matching. The traditional skill matching is need to have all skills are matched for dispatching to agent. Apart from it, Ezvoicetek does also provide the following skill routing strategies to balance the skill requirement and customer waiting time:
Ezvoicetek solution can rapidly create a skill-based contact center and provide different routing strategies to leverage the customer waiting time and best skill agent matching
The best effort skill matching strategy: It will minimize the customer waiting time by matching as many as possible skills but not losing the skill requirement by a bottom line of minimum skill count requirement. Only those agents meet minimum required skill count will be considered as a candidate for dispatching.
The decreasing skill required count strategy: It will try to match all required skills at first for a specified time. When exceed the specified time and still do not have a qualified agent to service, the system will try to reduce the requirement of skill in order to have more agents to be considered. This strategy tries to keep the highest customer satisfy by matching all skills and also try to minimize the customer waiting time to reduce the skill demand by time.
With Ezvocietek IP contact center solution, center manager can utilize the center-wide skill DN routing technologies to create and manage their skill routing center in a very efficiency way. And by choosing a suitable skill routing strategy, center manager can have a balance in between customer waiting time and skill requirements, without losing the service quality of contact center.
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The articles from these contributors are based on their personal expertise and viewpoints, and do not necessarily reflect the opinions of their employers or affiliated organizations.
