EnglishFrançais
web-call-back_us.jpg
 
copie_ecran_appline.jpg

Subscribe Newsletter

Subscribe Newsletter




Multichannel ACD Engine

 Print

Name

Sibilo CC Smart Router

 

Function

Corner stone of the Sibilo Contact Center, our ACD engine (Sibilo CC Smart Router) is a true, versatile contact distributor requiring no external hardware or software framework. It simply and very effectively distributes your contacts to your best skilled available agents.

 

Key Features

4-level distribution like no other :

  • Skill Routing : contacts are distributed to the agents having the best professional credentials and language skills to meet the needs of your business
  • Media Routing : contacts are distributed with priority according to media, with priorities associated to media according to agents
  • Call Blending : an Agent can be simultaneously assigned to a telemarketing campaign (Outbound calls) and receive Inbound calls as may be needed to handle high incoming traffic loads  
  •  VIP Routing : certain special customers are given priority in the queues
The routing rules are modifiable at any time, in real time, by the contact center Supervisor.

All the information gathered by an agent can be transmitted to your other agents when a call is transferred : your customers never need to repeat their inquiry.

The medias handled by Sibilo CC Smart Router depend on the modules you choose. Sibilo CC handles all the following media as independent media:

  • Telephony over IP inbound and outbound
  • Call Campaigns
  • Emails
  • Web Call Back
  • Chat 

    Distribution des appels