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Page 14     |  Accessibility Management and Omnichannel Routing                                                                                                         Page 15     |  Accessibility Management and Omnichannel Routing







              Routing strategy                                                                Benefits of omnichannel

                                                                                              routing                                                                                  Representative regulation                                               Master call flow
              Calls, emails, chats, etc. are bundled and forwarded to the respon-

              sible customer consultant. If the customer consultant is not                    • Simplified operation of service center systems with                                    In many companies, each customer has a dedicated personal               With the help of the master call flow concept, we offer companies
              available,  a  predefined  substitute  is  used  with  flexible  request          multiple dial-in numbers.                                                              customer consultant whom they can contact with their concerns           the  possibility  of  processing  large  volumes  of  existing  and
              distribution.                                                                                                                                                            via a personalized telephone number and email address. If the           incoming  service  numbers  using  the  same  type  of  call  distri-

                                                                                              • Few master call flows in the system. Each service                                      personal  customer  consultant  is  not  available,  the  substitute     bution  (call  flows).  Together  with  the  customer,  we  define

              Ensuring and improving availability in the event of technical faults              number or email address defines one instance of                                        arrangement, which can be of varying granularity, comes into            so-called  master  „call  flows“  which  reflect  the  processes  and
              or unusual load situations is possible through intelligent routing                the master call flow.                                                                  play. It must therefore be possible to map given organizational         basic  procedures  of  the  call  distribution.  Via  corresponding
              and load balancing between the branch offices.                                                                                                                           structures in the routing in order to ensure flexible distribution      variables  in  the  master  call  flow,  the  parameters  valid  for  the

                                                                                              • The  operation  and  support  of  the  system  is                                      of enquiries. Existing substitution rules are either stored on the      respective service line are then read out from a database and
                                                                                                simplified because the call flows are standardized.                                    customer‘s own systems or on the contact center system and              made  available  to  the  call  flow  for  concern  distribution.  This

                                                                                                                                                                                       form the basis of the routing strategy. These requirements are          means that a master call flow can be completely parameterized
                                                                                              • When  creating  new  service  lines,  only  one                                        implemented using the so-called “waterfall” routing model. In           and can be easily instantiated with additional service numbers/

                                                                                                additional line has to be defined in the database                                      this model,  skill-based routing can also be implemented.               email  addresses,  for  example  for  upcoming  customer  and

                                                                                                with all associated parameters.                                                                                                                                marketing campaigns. This not only increases the flexibility and
     Since Bucher + Suter installed this for us,                                                                                                                                                                                                               speed  of  implementing  new  business  requirements,  but  also

     routing is a breeze!                                                                                                                                                                                                                                      reduces the overall costs of operating the solution.


     Klaus Thaler, Head of Customer Excellence











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