Call Routing and Redirection

One of the key goals of your contact centre is to increase the efficiency of your processes and service delivery. You've seen how effective your contact centre can be, but now you are looking to enhance its functionality. The challenge is how. You have very specific requirements based on how you run your business. Allstream Call Routing and Redirection Features address the full spectrum of contact centre needs with the goal of improving operations and efficiency. From time zones and language needs to agent prioritization and call traffic management, you can use single or combined features to establish a customized call routing plan designed to maximize your contact centre and Toll-Free investments.

Features:

• Country Code Routing routes calls to Canadian locations based on the originating country of the caller
• Area Code Routing routes calls based on the area code of the caller
• Exchange Routing (NPA-NXX) routes calls based on the area code and exchange of the caller
• Time of Day Routing routes calls based on the time of day to accommodate time zones and calls received after normal business hours
• Day of Week Routing routes calls based on the day of the week to accommodate special weekend hours or predictable changes in calling patterns
• Day of Year Routing enables the scheduling of automatically activated special routing plans for pre-arranged days of the year up to 13 months in advance
• Call Allocator routes calls on an allocation percentage basis to distribute calls to centres of different sizes or capacities
• Caller Recognition Routing routes calls based on the caller's complete ten-digit telephone number to ensure proper agent handling
• Local Area Administration routes local calls separately from long distance calls to facilitate specialized call handling

Maximizing Value for Your Business:

Enhance Efficiency
Creating a customized call routing plan allows you to improve profitability by increasing network efficiency and the total number of calls that can be processed.

Improve Service Delivery
Route calls to other locations or agents to accommodate customer language needs, improving the Contact Centre experience.

Meet Business Requirements
Create area code territories for each Contact Centre or department to match sales territories or accommodate regional promotions.

Optimize Resources
Accommodate time zones and business hours to extend service hours without keeping certain locations open longer. You can also address call volume and staffing level changes by routing calls on a predetermined percentage basis to avoid over or under staffing certain locations.

For more information please contact us using one of the following methods:

• Complete our Information Request form
• Contact your Sales Representative
• Call us at 1 888 811-6301