There are several contact routing strategies that can be set up within an algorithm based on a company's needs. Skills-based routing is determined by an operator's knowledge to handle a caller's inquiry. Virtual contact centers can also be used to aggregate the skill sets of agents to help multiple vendors, where all real-time and statistical information can be shared amongst the contact center sites. An additional function for these external routing applications is to enable Computer telephony integration (CTI), which improves efficiency for call center agents by matching incoming phone calls with relevant data via screen pop.
There are several contact routing strategies that can be set up within an algorithm based on a company's needs Skills-based routing is determined by an operator's knowledge to handle a caller's inquiry Virtual contact centers can also be used to aggregate the skill sets of agents to help multiple vendors where all real-time and statistical information can be shared amongst the contact center sites An additional function for these external routing applications is to enable Computer telephony integration (CTI) which improves efficiency for call center agents by matching incoming phone calls with relevant data via screen pop