DACX Ameyo incorporates inbound call routing functionality to route customer queries to the most appropriate resource within the premises or at a remote location. Majority of the repetitive calls that are routine and simple in nature can be routed to the IVR for self-service, while more complex queries (accounting for less than 40% in most call centers) can be routed to skilled agents or workgroups. The queries are intelligently routed to the available agents based on the dialed number (DNIS), calling party identification (ANI), skills and workforce distribution, customer profile, service levels or user-defined business policies.

Specific workgroups can be created as per different criteria, and customers can be mapped to the right resource. High priority customers that require highly personalized services, can be redirected to Subject Matter Experts or specific workgroups within the organization or at a remote location. Such intelligent routing mechanism reduces the number of escalations and increases First Contact Resolutions.

•  Skill-based Routing

Defining skills as per language proficiency, domain knowledge, or other demographic details and creating skill sets allow administrators to define multiple skills and their respective priorities and weightage and apply skill sets to agents or users. The inbound engine determines the best available agent to route the call to, who can serve the customers efficiently in the shortest possible time.

•  Policy-based routing

Organizations can create specific a single set of business policies that can be applied across all contact channels.

•  Multi-site routing

Leveraging the SIP based VoIP telephony network, multiple locations are linked and integrated into a single virtual entity for centralized access to all the users.