INBOUND VOICE INTERACTIONS

Skill-Based Routing

Skill-Based Routing is a game-changer in the world of customer service. With NobelBiz OMNI+, this cutting-edge feature effortlessly directs incoming calls or interactions to the most suitable agents. By analyzing the unique profiles of each agent, it ensures that customers are connected to experts who possess the right skills and knowledge to address their needs effectively. Gone are the days of frustrating transfers or talking to the wrong person. Skill-Based Routing optimizes efficiency, enhances customer satisfaction, and ultimately boosts your business’s reputation.

Say goodbye to generic call handling! NobelBiz OMNI+’s intelligent system takes personalized customer experiences to a whole new level. By harnessing the power of data-driven algorithms, it matches customers with agents who understand their specific requirements. This not only results in quicker resolutions but also builds a strong rapport between your brand and its audience. 

With Skill-Based Routing, you can rest assured that every interaction is in the hands of a capable professional, increasing the likelihood of positive outcomes and fostering long-lasting customer loyalty. Embrace this technology and watch your customer service become a key differentiator in the competitive market.

Different Departments, Multiple Skill-Sets, One Platform.

Contact centers that serve one single purpose are a rare sight. More often than not, agents fall into multiple categories and are separately trained to deal with different types of issues. With NobelBIZ OMNI+, you can create special agent profiles and route incoming interactions to the right person at the right time.

Imagine a powerful platform that seamlessly connects your customers with the perfect agent every time, regardless of which department they belong to. Skill-Based Routing intelligently analyzes incoming interactions and directs them to the most qualified team member, ensuring that each customer gets personalized attention and expert assistance. Whether it’s a technical support query, a sales opportunity, or a billing concern, the right person with the right skill-set is just a click away.

By embracing Skill-Based Routing, your organization can break down the barriers between departments and foster a culture of collaboration. Agents from different teams can share insights and best practices, leading to continuous improvement and a more holistic approach to customer service. With a unified platform driving your customer interactions, your team can focus on what they do best, delivering exceptional experiences that build brand loyalty and drive business growth.

Personalized Support Made Easy: Skill-Based Routing at Your Service

Skill-Based Routing with NobelBiz OMNI+ makes personalized customer support a breeze. By customizing inbound interactions based on agent proficiency, departments, and other relevant variables, customers are efficiently connected to the best-qualified agent in your company.

It goes beyond qualifications, considering customer types, product expertise, location, preferred communication channels, and escalation levels.

The result? Swift resolutions, increased customer satisfaction and strengthened brand loyalty. Embrace Skill-Based Routing for a competitive edge and exceptional customer experiences. Walk the NobelBiz OMNI+ path to effortless personalized support and unparalleled business success.

NobelBiz allows us and our clients to drive business not only the way it is conducted today, but with a vision for where we are going to be for the next 5 years in the future.
Eric Sims, CEO & Founder Leading Edge Communications

Efficient Routing Based on Agent Profiles

Skill-Based Routing revolutionizes customer service by leveraging agent profiles. Every agent has a dedicated and editable profile based on their qualifications. If an agent possesses multiple skills, they are eligible to handle diverse incoming interactions.

This efficient routing ensures customers are seamlessly connected with the most suitable agent, optimizing productivity and customer satisfaction. With Skill-Based Routing, businesses unlock the full potential of their workforce, delivering personalized support that exceeds expectations.

The NobelBiz OMNI+ Skill-Based Routing system is based on agent profiles. Each agent in your company will have a dedicated profile that can be edited according to their qualification. If one agent has multiple qualifications, he is open to various incoming interactions.

Customer Type

Skill-Based Routing takes into account the diverse profiles of your customers. Whether you're dealing with first-time customers seeking guidance or long-standing clients with specific preferences, the system ensures that interactions are routed to agents who are well-versed in handling the needs and expectations of different customer segments. This personalized approach leaves customers feeling valued and understood, building trust and fostering lasting relationships.

Product Expertise

Not all agents possess the same level of expertise across all products and service lines your company offers. Skill-Based Routing recognizes these nuances and connects customers with agents who have in-depth knowledge of the specific products or services they require assistance with. This targeted expertise leads to quicker issue resolution, accurate information dissemination, and higher customer satisfaction, as customers receive top-notch support from agents who truly understand their needs.

Location and Language

With a global customer base, catering to different time zones and regional preferences is vital. Skill-Based Routing takes location into account, directing interactions to agents who are familiar with the local culture, language, and business practices. Customers feel more comfortable engaging with agents who can relate to their region-specific concerns, ultimately creating a seamless and culturally sensitive customer experience.

Customer History

Past interactions can hold valuable insights into a customer's preferences and pain points. Skill-Based Routing mines this data to ensure that returning customers are connected with agents who have a history of assisting them. Agents equipped with prior knowledge can pick up where previous conversations left off, eliminating the need for customers to repeat information and creating a sense of continuity in their support journey.

Communication Channel

In today's multichannel world, customers expect flexibility in their interactions. Skill-Based Routing takes note of the preferred communication channel of each customer, whether it's phone, chat, email, or social media, and efficiently routes them to agents specialized in those channels. This seamless channel integration not only enhances customer satisfaction but also streamlines agent workflows, enabling them to excel in their communication strengths.

Escalation Level

Certain issues demand immediate attention and specialized expertise. Skill-Based Routing identifies critical situations, such as high-priority support requests or complex technical problems, and promptly routes them to the appropriate agents or higher-tier support teams. This escalation process ensures that urgent matters are promptly addressed, preventing potential customer frustrations and reinforcing the company's commitment to resolving issues swiftly and efficiently.

Related resources

Other NobelBiz OMNI+ Inbound Voice Features & Capabilities

ivr
Interactive Voice Response (IVR)
Unlike other contact center software solutions, NobelBiz OMNI+ comes with a full-featured IVR system that can adapt to any inbound operation.
Automatic Call Distribution (ACD)
Automatic Call Distribution (ACD)
You can connect every call to your most qualified agents using customizable filters and skill-based routing technology—a simple tool to maximize the quality of your customer experience out of the box.
dbr
Dynamic Routing
Imagine having an IVR’s capabilities transferred to virtually every single inbound channel, from email, SMS, or social media texting applications.

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