Intelligent Routing
Nextiva universe of intelligent routing (Skills, AI, situation-based)
Route incoming customer requests and inbound calls effectively and efficiently. Tips to use intelligent case routing.
Distribute requests to a global workforce.
Global Agent Distribution
Attribute-based routing supports follow-the-sun models for multi-site operations, ensuring the best available agents are always on call.
Flexible Work Allocation
Blended ACD algorithms provide flexibility to rotate work items, modeling sustainable workflows to reduce agent burnout and customer friction.
Automated Backup Support
Situation-based routing allows automation to support live agents during off-peak times or when fewer agents are available.
Enhanced First Contact
AI-based routing predicts customer intent and needs, improving first contact resolution rates and overall service level agreement performance.
Intelligent routing for a better CX.
Streamlined operations
Call routing
Personalized support
Streamlined operations
Streamlining operations in contact centers is a key step toward achieving a unified customer experience. Nextiva’s features are designed to simplify complex processes, making it easier for agents to manage calls and for managers to oversee operations. This approach not only improves efficiency but also enhances the quality of service provided to customers.
With Nextiva, contact centers can integrate various communication channels into a single platform. This integration allows agents to access customer information quickly, reducing the time spent searching for data across different systems. It leads to faster resolution of customer issues, contributing to a more streamlined operation and a better overall customer experience.
Additionally, Nextiva’s analytics tools offer insights into call patterns and customer behavior. Managers can use this information to make informed decisions about staffing and training, further streamlining operations. By understanding customer needs better, contact centers can tailor their services more effectively, ensuring a unified customer experience that stands out.
Call routing
Call routing in contact center software is a feature that directs incoming calls to the right department or agent based on specific criteria. This can include the caller’s needs, the time of day, or the agent’s expertise. By using call routing, businesses can improve customer satisfaction by ensuring that callers are quickly connected with someone who can help them.
Effective call routing requires setting up rules that match the business’s workflow and customer service goals. For example, a call might be routed to the first available agent during peak hours to reduce wait times. Alternatively, it might go to an agent with specific skills if the caller needs specialized assistance. This flexibility allows businesses to manage call volumes efficiently and provide personalized service.
In addition to improving customer experience, call routing in contact center software helps businesses optimize their resources. It reduces the time agents spend handling calls that are not relevant to their expertise, allowing them to focus on inquiries they are best equipped to resolve. This not only boosts the efficiency of the contact center but also enhances job satisfaction among employees by aligning their work more closely with their skills.
Personalized support
Personalized support stands out as a key feature for any contact center provider, including Nextiva. This feature allows businesses to tailor their customer service approach, ensuring that each interaction is not only efficient but also meaningful. By leveraging data and customer history, agents can anticipate needs and provide solutions that are specific to each caller. This level of customization enhances the customer experience, making them feel valued and understood.
For a contact center provider, offering personalized support means equipping agents with the right tools and information. Nextiva, for instance, integrates customer information seamlessly, allowing agents to access previous interactions, purchase history, and personal preferences at a glance. This immediate access to comprehensive customer data enables agents to address concerns more effectively and build a rapport with callers.
Implementing personalized support also involves training agents to use data thoughtfully and to listen actively. This ensures that every customer interaction is not just a transaction but an opportunity to strengthen the relationship between the business and the customer. For businesses aiming to stand out in a competitive market, personalized support provided by a contact center provider like Nextiva can be a game-changer, fostering loyalty and encouraging repeat business.
Nextiva powers 1 million+ users and billions of interactions annually.
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