Queue Management and Intelligent Call Routing

Using ANI (Automatic Number Identification), DNIS (Dialed Number Information Service), IVR (DTMF) and your database, calls can arrive and be routed to the agent or group of agents best suited to receive the call.

For example, a call originating from the north east UK. (identified through ANI) can be routed to an agent group specializing in offers from that area. Likewise, a call to a specific 800 number (identified by DNIS coding), heard on a Spanish radio ad, can be routed to a bilingual agent.

Finally, a call from a VIP (identified through database lookup) can be routed to a top agent or agent group.