Customer Centric Routing

Inflight Enterprise is a lease company that supports different customers, both business as private, and different products. Wouldn't it be nice that these customers do not have to listen to the complete list of products but are presented with a customer centric menu based on the products they have purchased? Customer Centric Routing does exactly that, based on number recognition or customer ID.

 

Scenarios

Every night the source (CSV file) is update with the latest Customer Centric Routing information. This includes the customer, known phone numbers and which products the customer uses, the information is used to build a personalized IVRInteractive Voice Response (IVR) is a telephone application to take orders via telephone keypad or voice through a computer. By choosing menu options the caller receives information, without the intervention of a human operator, or will be forwarded to the appropriate Agent. for each customer.

 

Call ID known

Personal IVR flow

When the customer calls and the number has been recognized, the personalized IVR is generated and offered. Make sure to add "For other questions dial x" to the end of the IVR. An existing customer might be interested in other products. Mind you a personalized IVR can only be offered once per organization when the general access number is used for outbound calls by that organization.

 

Call ID unknown

When no Call ID is received or recognized, the customer has the option to enter their Customer ID code. When a customer has been found, the personal IVR is generated and offered. In this case this is not limited to one personalized IVR per organization. Make sure to add "For other questions dial x" to the end of the IVR.

 

Customer unknown

When no Call or Customer ID is provided or recognized the call is redirected to the reception.