Azzurri, a provider of intelligent, data-aware routing solutions, has announced that it will now bundle its Expert Router functionality as standard feature of the Callmedia contact center platform. As a result, the company expects to reduce customers’ CAPEX spend on a new contact center.
The inclusion of Expert Routing with all new contracts will enable each customer of Azzurri to take advantage of the multi-channel functionality of the Callmedia contact center, explained company officials.
“Callmedia has been built around the guiding principle of ‘Expert Contact’, which aims to match contact center agents to customers in a way that maximizes the value of every interaction, while seamlessly blending tasks from different multi-media sources,” said Luke Talbot, product marketing manager at Azzurri Communications (News - Alert). “Making it all work out of the box with Expert Router was a good start, but by making it available at no extra cost we’re making it easier than ever before.”
The addition of Expert Router as a standard feature is intended to help overcome some of the technological barriers to achieving the objectives of the omni-channel customer experience, providing a consistent, quality experience across all communication touch points.
With Expert Router, Azzurri noted, it is possible to route customers to the last contact center agent they spoke to and to prioritize previously abandoned calls, reducing the chance of customers hanging up. Moreover, it also enables the routing of customers to different queues based on previous contact history.
Additional benefits include assigning of tasks to dedicated account managers or “preferred users” and routing of customers to any queue or user, based on workflow or business rules you define.
Additionally, the developer interface of Expert Router enables organizations to control all aspects of the routing decision at the back end, putting the business in total control of what goes where in the contact center. Company officials said that the business can pull in data from any number of external sources.
Edited by Blaise McNamee