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Skills-based Routing

The 8x8 Virtual Contact Center gives you everything you need to run your call center with maximum efficiency. Skills-based routing directs calls, emails, web chats and voicemail messages (interactions) to an available agent with the highest skill level to handle that interaction. This ensures that your customers are interacting with someone who has the skills to help them; thereby, reducing the instances where customers need to be transferred, escalated or called back.

Priority-based queuing is a great way to guarantee that all your customers receive the level of care they deserve. For example, by adjusting the routing parameters, you can ensure that your VIP customers will not wait and are put ahead of (handled with a higher priority than) other customers.

To achieve the maximum customer interaction effectiveness, you can use the data from your CRM, such as account numbers or zip codes, to define routing rules. As a result, your customers are quickly directed to the right agent and never feel “lost”, interacting with the wrong person or uncared for.

Key Benefits

  • Reduce the number of times customers are transferred
  • Match Service Level provided with customer value
  • Reduce operating costs by utilizing only the right resources to handle customers

How It Looks

Skills-based Routing