Presence Intelligent Routing allows business strategies based on intelligent routing of contacts that come into a Call Centre over any channel (voice, mail, chat, internet, SMS) to be defined, notably expanding ACD routing possibilities. Using Presence Intelligent Routing, you can define the best destination for each contact that comes into your Call Centre .
Using a powerful visual interface, you can consult one or several databases and establish for each one of them criteria that allow the incoming contact to be routed to the agent best qualified to take it.
The possibilities of routing enable complex rules to be defined in a few seconds. For instance, if an incoming contact is identified as a customer with an unresolved incident who called last less than 2 hours ago, that call is routed to the same agent that took his call the last time, or the management of malicious calls that, once identified as such would be routed to the IVR, for example.
