ProStar Smart8
800 Call Routing - Benefits

Overview
For each incoming call, intelligent call routing software typically receives a route request from the carrier network. The software determines who is calling and why, using call-related data such as dialed number and calling line LD:, plus caller-- entered digits and information obtained from a customer profile database look-up, if available. The software also identifies what answering resources are available to meet the caller's needs and where those resources are located based on real-time conditions such as agent skills, agent availability and queue lengths.

ICR software is flexible. As conditions change, tt can be optimized to route data ch call to the optimum answering resource anywhere in the enterprise at any given moment. It enables caller-segmentation, which improves call routing and handling effectiveness. Automatic caller identification matches each incoming.caller to the most appropriate answering resource, then supports that resource With relevant customer information.

In addition, many ICR software systems include integrated IVR and CTI (computer-telephony integration) capabilities. IVR often acts as an additional answering resource. handling routine transactions without agent intervention and enabling call center staff to focus on more complex, revenue-generating calls. The screen pops of CTl harness information from a centralized, enterprise database or other applications to reduce call brand improve the quality of the agent-customer interaction.

Smart8 Hosted Intelligent Call Routing software from Promero combines IVR and speech recognition to make sure that inbound calls reach the correct agent pool. This is essentially a highly-intelligent, fully-programmable automated attendant which can be combined with Account Self-Service to increase end customer satisfaction, lower transaction times and abandonment rates, while maximizing fulfillment accuracy. Intelligent Call Routing reduces the number of misrouted calls and shortens call time for all calls, increasing agent productivity and allowing agents to be reassigned to higher value functions.