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One-to-One Routing |
The One-to-One Routing module was designed
for simple number translations. Enabling simple, origin-dependent
service-number routing, it allows users to select incoming calls
according to geographical region. The caller’s phone number
is identified via Calling Line Identification, and incoming
calls may be routed to a standard destination with two overflow
destinations. Target segment:
This module caters especially to small and medium-sized enterprises.
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effECTive®
Service Number Suite’s one-to-one routing at work.
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Scheduled Routing |
| The Scheduled Routing module allows your
customers to distribute incoming calls to different destinations,
depending, for example, on the time of day or their geographical
origin. Within the geographical routing feature, customers can
use up to five additional differentiation criteria (e.g., state,
county, metro area etc.). The same goes for certain times of
the day or of the year: Call routing can, for example, be adjusted
for special occasions such as holidays etc. Target
segment: With its comprehensive routing possibilities,
this module caters especially to customers handling medium to
large quantities of traffic. |
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Preferential Customer Processing |
This module enables the owner of a service
number to process customers calls differently, e.g. by assigning
a higher priority to some calls than to others. Each customer
is recognised based on his/her telephone number, which is transmitted
with the incoming call as the Calling Line Identification (CLI).
Like all other effECTive®
modules, this solution also contains a blacklisting function.
Target segment: The module
greatly benefits large-scale customers with sizeable segmented
customer databases containing customers' phone numbers (e.g.,
mailorder companies, banks and insurance companies)
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Interactive Routing |
The Interactive Routing module allows you
to set up call processing for service numbers using Interactive
Voice Response (IVR) trees. IVR allows for a series of questions
to be asked, and the caller then answers these questions. On
the basis of the caller’s answers, the call is then routed.
In customising the IVR, your customers can upload their own
voice prompts via the Internet. At the same time, users have
other routing options as well.
Like all other effECTive®
modules, this solution also contains a blacklisting function.
Target segment: The Interactive
Routing module is particularly interesting for large-scale customers
facing high volumes of traffic.
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Intelligent Routing at Work: The image above shows an international
airline employing Intelligent Routing on its hotline. The airline
routes calls depending on purpose (flight information, ticket
information/destination) and also distributes calls during the
8 am to 8 pm business hours. |
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Skill-Based Agent Groups |
| The Skill-Based Agent Groups enable the
owner of a service number to route each call to the best available
agent for the caller’s particular question or problem.
The customer classifies call centre agents in different groups
according to different topics or types of incoming calls. The
agents within a group are rated according to their ability to
process calls on any given topic. When a call is routed to the
group, the most competent agent available in the group receives
the call. Target segment:
Companies with versatile and broad product offering greatly
benefit from this module because they can significantly boost
customer care and service. Like all other effECTive modules,
this solution also contains a blacklisting function. |
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