Intelligent multisite routing

Interaction Director®

Pre-integrated to the Customer Interaction Centre® from Interactive Intelligence and flexible enough to work on a variety of supported PBX/ ACD platforms, Interaction Director routes phone calls to the location that can best handle those calls at that time. For high call volumes, a single Interaction Director server can even process hundreds of thousands of calls per hour.

Pre-call routing. Interaction Director utilizes an intelligent carrier network protocol to examine calls in the PSTN before they’re sent to a particular site. To send advance notifications of incoming calls, Interaction Director obtains a special signaling link from a network carrier. A pre-call routing system then receives this information, looks at the current state of all call centres, and sends a notification back to the PSTN indicating where the call is to go.

Post-call routing. Interaction Director also handles cases in which the decision to redirect a call isn't made — or can't be made — until some time after the call is connected at a particular location.

Also given two or more call centres using CIC and connected by a wide area network running TCP/IP, Interaction Director can:

Detect incoming pre-call notifications. Also obtain ANI and DNIS information.

Collect real-time information. Get load levels, queue depths, estimated hold times, specific skill availability, and other statistics from all connected call centres. (Note: in some cases, data collected is limited to the information available on the PBX/ACD platform.)

Enable the creation of scripts. Use scripts to define how calls are to be routed.

Transmit networking signals to the PSTN. Determine where a particular call is to be sent.

Allow a CIC server at a particular call centre to ask: "If a call were to come in right now with this ANI and this DNIS, where should it be sent?"

Key benefits
Interaction Director’s benefits range from faster services for customers to knowing calls will still be answered should a natural disaster disable one of your contact centre locations.

Enhance customer service by quickly getting calls to available agents, enterprise groups and business users, and by routing calls according to specific agent/ user skills.

Maximize resources by utilizing all agents at all locations at all times.

Avoid problems with built-in fault tolerance and disaster recovery to automatically route incoming calls to other locations should an initial location experience an electrical outage, telecom network outage or natural disaster. Also choose Telecom or TelstraClear as your SS7 network provider to leverage their reliable networks.

Scale operations via CIC’s own scalable platform architecture and multi-site capabilities, which eliminate the physical and technological multi-box hardware constraints of "megacenter" implementations.

Protect existing investments by integrating CIC and Interaction Dialer to existing PBXs, third-party ACD products, CRM environments, etc.

Contact Amtel for further details and pricing