Inbound Call Routing Application
The LiveOps On-Demand Inbound Call Routing application - part of the LiveOps On-Demand application suite - gives your enterprise complete control over how calls are routed and ensures that they are managed in a way that aligns with your business objectives. Our Web-based call center solution centralizes the configuration, deployment, and management of your entire call center via a single, easy-to-use interface. At the same time, you can route calls to any call center agent regardless of whether they work from home, are a remote agent, or work in a brick and mortar facility. They can also use any technology, such as PSTN or VoIP.
With the LiveOps Inbound Call Routing application, you can do the following:
Align the Right Agent with Each Call, Every Time
LiveOps' patent-pending Results Based Routing technology is the foundation of our revolutionary approach to call center optimization. The LiveOps platform tracks the performance of each agent on every call. Performance scores for each agent are updated at the conclusion of every call, providing agents and call center administrators with a real-time snapshot of agent activity. Using these agent scores, LiveOps' Results Based Routing technology automatically optimizes call routing so that agents identified as the highest performers for a particular program or campaign receive the most customer calls. As agent scores change during the course of a day or week, calls are routed to the highest-scoring agent available.
Leverage Your Existing Investments
LiveOps' state-of-the-art call routing technology can easily integrate with your company's existing call routing systems or databases to optimize your organization's call handling capabilities. Leveraging customer specific or agent-specific information, LiveOps' On-Demand Platform can optimize routing decisions based on any combination of performance metrics, agent skills, or geographic locations. As a result, you can consistently deliver the best agent to improve your customer interactions and first call resolution rate.
Increase Agent Performance and Call Center Productivity
The LiveOps On-Demand Platform monitors hundreds of different metrics for every agent, call, or program and provides detailed agent scoring functions that enable your agents and call center administrators to quickly identify areas for performance improvement. What's more, agents can view all the information that their call center administrators are using to evaluate their performance and how their scores compare with other agents working on their assigned programs. Optimal use of agent resources and real-time performance feedback ensure that your callers receive the best customer experience possible.