Advanced Routing Examples

Any routing rules, for any media, for realtime deployment

Optimising the customer experience

Softdial Contact Center™ offers a powerful and flexible routing capability for inbound sessions of any media channel, using Softdial Pathfinder™.

Rules can be set within Pathfinder to perform tasks such as database lookups (via custom DLLs/ scripts) or web service queries. The data retrieved from those tasks can then be manipulated to provide an output for the rule and determine the path for the session. Multiple rules can be used to determine each route.

Below are five advanced routing examples showing how Pathfinder can be used to optimise the customer experience.

Use case #1 – connecting the customer to a ‘preferred’ agent

A client/ customer may have built a personal relationship with a particular (‘preferred’) agent within an organisation. Such relationships increase customer loyalty and improve communication between organisation and customer.

In this case, when a session enters the contact center:

  • Pathfinder queries the organisation’s customer database to identify whether the customer’s ID (e.g. CLI, email address or chat identifier) exists
  • If so, and the customer has a preferred agent, the session is routed to them
  • If the preferred agent is not available, the session is routed to a queue with an in-queue script. The script offers the customer the chance to leave a voicemail for their preferred agent, or wait in a queue to talk to the next available agent.


Advanced Routing - use case 1
Pathfinder routing a customer to a preferred agent

Use case #2 – connecting the customer to their highest rated agent

A customer who has contacted the organisation before may have spoken to more than one agent. After each contact the customer may be asked to give their level of satisfaction through an IVR or chatbot. This information is stored for future reference.

In this case, when a session enters the contact center:

  • Pathfinder reviews all of the agents that have spoken to the customer and identifies which have performed best with this particular customer
  • Pathfinder checks through the list of agents to identify which are logged in and available
  • The session is routed to the agent that has been rated most highly by the customer
  • If no agents from the list are available, the session is routed to a queue of agents.


Advanced Routing - use case 2
Pathfinder routing a customer to their highest rated agent

Use case #3 – connecting the customer to the best agent for their call

If a customer is not able to speak to a preferred agent, then it may be in the interest of the contact centre to connect them with the agent best able to handle their call.

In this case, when a session enters the contact center:

  • Pathfinder searches but finds no preferred agent
  • Pathfinder checks whether the caller has been in contact recently. If so, Pathfinder reviews the customer’s most recent contact to identify the reason for the call.
  • If a reason is identified, the session is routed to the queue of agents who have most experience in that particular area
  • If no reason is identified, Pathfinder reviews the customer’s contact history and identifies the most common reason the caller has contacted
  • The session is routed to the queue of agents who have most experience in that particular area.


Advanced Routing - use case 3
Pathfinder routing a customer to the best agent for their call

Use case #4 – connecting a ‘high priority’ customer faster

A customer who has been identified as High Priority should be connected to an agent faster. Typically, this caller would be routed to their preferred agent, but this agent may not be available.

In this case, when a session enters the contact center:

  • Pathfinder uses the CLI to identify the caller’s status as a VIP customer
  • Pathfinder immediately transfers the call to a priority queue to ensure it is answered next.


Advanced Routing - use case 4

Pathfinder routing a customer to a ‘high priority’ queue

Use case #5 – using IVR/chatbots in response to a location-based event

As a result of a specific event, a particular group of customers may initiate contact in large numbers, all for the same reason; for example, a flood that has devastated a specific region.

In this case, when a session enters the contact center:

  • Pathfinder uses the CLI to identify the customer’s location
  • Customers from a particular region are presented with a IVR/ chatbot response, standardized for the event that affects them; for example, saying that the organisation is aware of the flood and giving information about what steps they should take. This could take the form of text-to-speech.


Advanced Routing - use case 5

Pathfinder identifying and responding to a customer’s location

See also ...

Advanced Routing

Highly complex rules and conditions to be applied to session flow for all media channels

Optimised Inbound Routing

Smart rules and ‘best-available’ decisions to drive great customer service

Skills-Based Routing

Choosing the best agent for the session

Preferred Routing

Personalisation is one of the most important factors in delivering first class customer service

Softdial Pathfinder™

Simple building blocks to allow the development of any kind of routing rules, for any media, for realtime deployment

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