Contact Center

A contact can be made using various channels, such as a phone call, e-mail message, SMS message, chat request, or a web form. The contact center application allows building interactive voice responses (IVR) for phone calls for fully or partially automating a service. It optimizes use of limited and heterogeneous human resources by allocating the best available human agent to serve each particular contact. Agents’ working mode, history, conditions and personal skills can be taken into account when allocating a contact that may have multiple attributes affecting the allocation. The most important mechanisms for handling contacts are contact queues, internal and external IVRs, and routing, for example skill-based routing. Many of these may have schedules attached. Telephony channel may also be used for outbound call campaigns.