Intelligent Agent Selection
CZ Automatic Call Distributor integrates with Interactive Voice Response System (IVR) and intelligently selects agents to distribute the inbound calls. The administrator can select these parameters with ease. The parameters may vary from language to department and specialising skills. Multiple skills (up to 40 different skills) can be set for a tele caller in inbound or outbound calling including predictive dialer or blended mode. The advanced skill-based routing mechanism ensures that automatic call distributor form C-Zentrix always connects the caller to the customer support executive who can best handle their queries or has a prior working relationship with them. This personalizes the experience of calling in a C-Zentrix powered customer engagement centre.