Call delivery strategies
Time of day and overflow routing
Routing based on the time of day or week, and or with simple overflow routing in the event certain queues are at capacity.
Media source routing
Priority routing based on the performance of a media assignment. This is often used for sales acquisitions and designed to automatically route certain call types to various agents or priority within routing based on the previous performance of the media.
Agent to call routing
Automatic and dynamic routing based on matching agent skill set and performance to individual call types.
Routing prioritization and the delivery point of the call is determined for each call base the automatic identification of the caller’s propensity to buy.
Trouble alert call routing
The system identifies repeat callers and through historic databases, predicts if this caller is having difficulty resolving their issue. For customer service environments, the system tracks caller call activity and determines if a caller should be routed to a specialized group based on their most recent call activity.
Our platform accommodates multiple changes in call routing at the click of a mouse. Each customer sets up a password-protected Web user interface. Clients can easily implement changes to current routing strategies, implement new routing strategies for testing, and make immediate modifications to routing plans in the event of an emergency. This tool allows clients to change every aspect of their routing plan, including: wait-time-in-queue thresholds at each call center, prioritization of call delivery at both a call center and individual agent performance group level, or to completely remove a call center from the routing plan, if needed. These changes implement immediately after the selection on the portal.
Agent availability routing
Intelemedia confirms agent availability before releasing a call into a telemarketing call center. If no agents are available in the first call center in the route plan, the system immediately checks the second center for agent availability. At no time do calls leave the master queue unless an agent is available immediately.
Intelligent call routing
Maximizing your call center environment begins with a routing platform that has the flexibility and capability to implement sophisticated route plans specific to your business needs. We offer a wide variety of call routing options. No matter the option, we become your centralized master queue with a signaling system established between all the call centers: yours and ours. This signaling system allows us to understand and leverage agent availability across all call centers at all times.
Our system delivers calls to each inbound call center queue, while constantly monitoring the speed of time from call center queue to agent. The system adjusts routing between call centers dynamically, based on wait time in each queue parameter. If at any point in time all inbound call center queues are at capacity, our system is the master queue and waits to route the call to the first available call center’s queue based on the client objectives.
Both intelligent call routing and InQ routing provide the finest combination of call center outsourcing integration, and the speed to determine what call centers have immediate agent availability to take a call.
Session Initiation Protocol
Depending on the client and inbound call center capabilities, Intelemedia is able to route calls utilizing traditional time-division multiplexing (TDM) processing or session initiation protocol (SIP) technologies. In cases where one call center can accept SIP and another TDM, both can be accommodated into one network of telemarketing service call centers.