Preferred Routing

Key Features

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Any media type—voice, chat, email, SMS, etc.
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Assigns session to specific agent
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Timeout reroutes session to general queue
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Routing decisions by SCC or external service
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Integrated with IVR
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Integrated with business applications

How preferred routing works

For companies aiming to deliver first class customer service, personalisation is a key factor for success.

Sytel’s Softdial Contact Center™ (SCC) platform, in addition to traditional inbound practices (e.g. dequeing sessions to the agent who has waited longest), offers preferred routing – the ability to route a session to a preferred agent. This personalisation increases customer satisfaction and adds a level of sophistication to the business process.

All routing options are available for all media types – voice, chat, SMS, email, etc.

Preferred routing attaches two pieces of data to incoming sessions:

  • a tag – to indicate which specific agent should handle the session
  • a lifetime – so that if the tagged agent cannot accept the session within the lifetime, another agent from the same team can take the call.

 

Example one

In figure 1, customer Maria makes contact. Using Maria’s originating address, SCC:

  1. looks through her contact history
  2. considers the skill sets of the available agents

Agent John is chosen as the most appropriate*. Unfortunately, John is busy right now and cannot handle any more sessions, so the session enters the general agent queue and is picked up by the next available agent.

*Note that the routing decision could also be made by a 3rd party service. For more on this, see our page on Advanced Routing.

Preferred routing example showing tag lifetime expiry
Figure 1 – Example showing tag lifetime expiry

How it works

When a contact session is received, before it is sent to an inbound queue, it is assigned with a tag to a specific agent. The session is then sent to the appropriate queue, which contains a mix of tagged and untagged sessions.

When an agent becomes free, SCC will either:

  1. dequeue the first session tagged for that agent (if present), or
  2. dequeue the first untagged session from the queue

However, as SCC runs a sophisticated multi-media blending engine, an agent may not be able to accept any sessions tagged for them. Therefore, tags have a lifetime. If, after the specified time has passed, the agent was not able to accept the session, the tag is removed. The session stays in its position in queue and is then dequeued to the next available agent.

Example two

Figure 2 shows a workflow and the possible outcomes when SCC receives an incoming contact session, identifies the customer, finds their account manager and tags the session.

SCC identifies the customer by using an IVR flow to perform a data lookup in the customer history database. The response indicates that this session should be sent to the customer’s account manager. The IVR applies a tag to the session, identifying the account manager, with a tag lifetime of 5 minutes.

If the account manager is not able to accept this session within 5 minutes, it is assigned to the next available agent.

SCC offers many possible enhancements to the IVR flow, for example by offering the customer an opportunity to:

  • transfer immediately to another agent
  • leave a message for their account manager
  • notify the account manager by email, enabling them to respond to the customer later

 

Example of a call flow using Personal Routing
Figure 2 – Example of a call flow using Personal Routing

See also ...

Optimised Inbound Routing

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

Skills-Based Routing

Choosing the best agent for the session

Softdial Pathfinder™

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

Advanced Routing

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

Advanced Routing Examples

Five use case examples showing how Pathfinder may be used to optimise the customer experience

What We Offer

Sytel Limited develops and supplies Softdial Contact Center® (SCC), offering multimedia, multichannel, fully blended cloud contact center solutions, for quick and easy deployment by partners offering CCaaS or enterprise users. All Sytel cloud components are secure, resilient and scale seamlessly from 10 agents to 10,000+, whether local, mobile or remote.

Flexible Contact Center Platform

Flexible Contact Center Platform

Softdial Contact Center™ - tightly integrated modules, designed to deliver at scale

Contact Center as a Service (CCaaS)

Contact Center as a Service (CCaaS)

Partners can run a functionally rich and flexible contact center stack in the cloud

Blended Media Desktop

Blended Media Desktop

Fully customisable, multi-channel, multi-session workspace

Work Anywhere

Work Anywhere

Browser-based tools, no software installation required

Cloud Or On-Premise, Multi-Tenant

Cloud Or On-Premise, Multi-Tenant

Scalable, resilient, secure, proven

Customise, Localise, White Label

Customise, Localise, White Label

Design all user interfaces to individual requirements

Integration Via APIs

Integration Via APIs

'Swap out' components and integrate with 3rd party apps

World Class Development

World Class Development

Continuous evolution pushing technical boundaries

Capabilities

Softdial Contact Center™ (SCC) is designed to be flexible, extensible and scalable, integrating with any legacy equipment, and meeting the most complex of requirements.

All Media Types

All Media Types

Voice, chat, email, social, etc - fully integrated and blended

Agent Multi-Tasking

Agent Multi-Tasking

Work with multiple live contact sessions of any media type

Dynamic Workforce Management

Dynamic Workforce Management

Automated, ‘best available’ decisions to manage agents and balance work load, across all media types

Predictive Dialing

Predictive Dialing

Best-of-breed performance under compliance

Optimised Inbound Routing

Optimised Inbound Routing

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

Agent Scripts

Agent Scripts

Help agents achieve and maintain excellence

Voice and Screen Recording

Voice and Screen Recording

See and hear exactly how agents are interacting

Analytics and Data Feeds

Analytics and Data Feeds

Measure and evaluate performance at every level

IVR, Bots & Conversational AI

IVR, Bots & Conversational AI

Design effective automated flows or integrate with 3rd party providers

Customer Journey Tracking

Customer Journey Tracking

Stored customer contact history, to aid routing and add context to conversations

Modules

A complete suite of tools, with unique flexibility to extend and swap out modules to deliver a tailored contact center solution for any environment.

Softdial One™

Softdial One™

Highly flexible unified web UI for agents, supervisors and administrators

Softdial Scripter™

Softdial Scripter™

Create complex process flow scripts for agents, IVR, chatbots and other applications

Sytel AI Dialer™

Sytel AI Dialer™

Best-of-breed predictive dialing under any compliance rules

Softdial Pathfinder™

Softdial Pathfinder™

Precise routing rules for 'best available' connection

Softdial Media Server™

Softdial Media Server™

Core telephony functions to manage all inbound/ outbound SIP calls

Softdial Reporter™ 5

Softdial Reporter™ 5

Fully customisable performance stats, charts and reports, across all channels

Softdial Publisher™

Softdial Publisher™

Comprehensive data output to build your own reports

Softdial Recording Monitor™

Softdial Recording Monitor™

Audio and screen recording of agent activity to ensure the highest standards

Softdial Campaign Manager™

Softdial Campaign Manager™

Comprehensive configuration and control for outbound campaigns

Softdial Repository™

Softdial Repository™

Central storage and configuration of common resources

Sytel Global Compliance™

Sytel Global Compliance™

Flexible 'no contact' rules to protect contact center and consumer

Markets

Performance and efficiency for a wide range of business applications

Customer Service

Customer Service

Connect quickly to well equipped agents

Sales & Telemarketing

Sales & Telemarketing

Maximise agent productivity with best-of-breed predictive dialing

Healthcare

Healthcare

Secure, highly-configurable multichannel communications for excellence in patient care

Market Research

Market Research

Best-of-breed predictive dialing with CATI integration

Collections

Collections

Automated inbound/ outbound blending integrated with any debt management app