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Intelligent Routing

Intelligent Routing

Business Systems provides intelligent routing in the cloud using sister company OPEX Hosting’s Call-Craft Application to provide a sophisticated, yet easy-to-use interface for hosted call routing. This means that you can log in to a secure website and remotely control who should be receiving which phone calls.

How can intelligent routing help Contact Centres?

Contact Centres are under continual pressure to handle ever increasing numbers of incoming calls with limited staff resource. Using OPEX in-network ACD, agent status is monitored and calls distributed in the most effective manner. The process of balancing the incoming demand against availability results in a faster response to customers and fairer load distribution to agents.

How can ACD be used in other organisations?

OPEX in-network ACD can be used in both green-field sites or established organisations that are experiencing growth or running specialist campaigns for limited periods of time. Services can be quickly expanded or scaled down depending upon the business demand, which makes this service ideal for small or large businesses alike.

How it works

OPEX ACD allows you to manage inbound calls by routing them based on criteria that you specify, for example:

  • Customer details
  • Skills of call takers
  • Dialled number (DNIS)/inbound caller number (CLI)
  • Other business rules - defined by you

All the functionality you would expect from a high-end ACD is provided to give you real-time campaign management and monitoring tools to simplify the process of managing and reporting in a multi-campaign environment. The service also provides overflow routing and re-routing based on queue statistics, multi-site routing and abandoned call retrieval.

Benefits and Features

  • The service is SIP (Session Initiation Protocol) and VoIP compatible
  • Full interoperation to traditional telephone infrastructure
  • Full 24/7 operational monitoring is provided
  • Professional advice during every element of the service set-up

Contact us on 0800 458 2988 or email us for further information on our cloud based services.