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INBOUND VOICE INTERACTIONS
Skill-Based Routing
The Skill-Based Routing feature will automatically streamline calls (or any inbound interaction) toward qualified agents that match a specific profile.
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.
Skill-Based Routing Is Smart Routing
The NobelBiz OMNI+ system can be customized so that the inbound interactions will end up with the best-qualified agent in your company based on proficiency, departments, or any other variable that differentiates agents:
- language
- payments support
- technical troubleshooting, and so on
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 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.
Other NobelBiz OMNI+ Inbound Voice Features & Capabilities
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)
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.
Dynamic Routing
Imagine having an IVR’s capabilities transferred to virtually every single inbound channel, from email, SMS, or social media texting applications.
Discover a new, hassle-free way of setting up your contact center for peak performance!
Request a free demo. We will help you create your contact center. Today!
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