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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
Germany: +49 6251 8622 500 | Switzerland: +41 31 917 52 00 | USA: +1-800-917-9060 www.bucher-suter.com | marketing@bucher-suter.com | © 2021 Germany: +49 6251 8622 500 | Switzerland: +41 31 917 52 00 | USA: +1-800-917-9060 www.bucher-suter.com | marketing@bucher-suter.com | © 2021
