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 IVR Interactive Voice Response, or 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.
When a customer calls to the UCC A Unified Contact Center, or UCC, is a queue of interactions (voice, email, IM, etc.) that are handled by Agents. Each UCC has its own settings, IVR menus and Agents. Agents can belong to one or several UCCs and can have multiple skills (competencies). An UCC can be visualized as a contact center “micro service”. Customers can utilize one UCC (e.g. a global helpdesk), a few UCC’s (e.g. for each department or regional office) or hundreds of UCC’s (e.g. for each bed at a hospital). They are interconnected and can all be managed from one central location. 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.
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 / SIP The Session Initiation Protocol, or SIP, is a protocol for multimedia communication (audio, video and data communication). SIP is also used for Voice over IP (VoIP). SIP has interactions 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.
- Are you calling for the Controller Parts ? Press 1 for yes, press 2 for no. Customer presses 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.