Product Based Routing

Inflight Enterprise is a company that sells different types of products, all handled by their own product specialist. Instead off offering their customers complex 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.'s or tons of different phone numbers, they use the Anywhere365 Auto Attendant function to connect their customers to the right specialist.

 

Scenarios

When a customer calls to the UCCUCC stands for Unified Contact Center and consists of a queue that can be handled by Agents Each Contact Center has its own settings, interactive voice response questions and Agent with specific skills. Agents can be member of, or sign up to, one or more Contact Centers. in which the product based Auto Attendant is configured, the customer is asked to type in the first four characters of the product-name they are calling for. The input is done via the telephone keypad and therefore the T9 translation rules will apply. For example when customer is looking for a Controller Plug-in , the following should be typed in 2668 = CONT. Alternatively the first four digits of a product-ID can be used.

Product based routing

 

No results found

If there are no results found, the system asks the customer if he/she would like to type in a new product-name or ID, or would like to be forwarded to an alternative telephone number / SIPThe Session Initiation Protocol (SIP) is a protocol to make multimedia communication (audio, video and other data communication) possible and it is also used for Voice over IP (VoIP). SIP has similarities with other Internet protocols such as HTTP and SMTP. address (e.g. a reception UCC), so a receptionist can help the customer finding the right department.

 

One result found

When there is only 1 result, the system asks to confirm: “Do you mean Controller Plug-in?”. If this is the case, the customer will be forwarded to this contact. If not, the system asks the customer if he/she would like to type in a new product, or would like to be forwarded to an alternative telephone number / SIP address (e.g. a reception UCC), so a receptionist can help the customer to find the right department.

 

Multiple results found

If there are multiple results found, the system will ask for confirmation 1 result after another (the results are sorted on alphabetical order). If the customer does not confirm he/she is calling for the first contact, the second contact will be offered to the customer.

  1. Are you calling for the Controller Parts ? Press 1 for yes, press 2 for no. Customer presses 2;
  2. Are you calling for the Controller Plug-ins? Press 1 for yes, press 2 for no

The possible results are ordered alphabetically by the system.

If the customer does not confirm any of the results, the system asks if he/she would like to type in a new product name, or would like to be forwarded to an alternative telephone number/SIP address (e.g. a reception UCC), so a receptionist can help the customer to find the right department.

 

Too many results

In order to minimize the amount of choices you can set a boundary. This boundary is not limited ,however be advised: more than 10 can all ready be very tedious to listen to. When you do not want a boundary you can configure this by selecting a very high number (like 999). Instead of product-names or ID you can first ask the customer to choose a product group, and then enter the product name, this way the number of results is limited.

In case the boundary is reached the system will ask for the department (e.g. SALEs 7253 or SUPPort 7877). Again, the same rules apply for the department name that is entered. You can add any other additional variables to fine tune the results even furher.