Scout Call Routing Applications

Call Routing Applications

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Our Fortune 200 clients use Scout for telemarketing, product fulfillment, help desks, and other call centers applications that process large volumes of high value, inbound calls. Each call must be dealt with quickly and efficiently.
Most call routing applications, like the ones described below, are relatively straightforward. They use one or two of Scout's Visual Tools to develop routing paths for reasonably simple business models. Other applications, however, use virtually all of the call routing methods available to Scout. These applications typically support the commercial or contract call center that also engages in its own, internally driven campaigns.
Here's how some of our customers are using Scout to meet their call routing requirements. Ask us for details if you need more information about particular applications.

Financial Services
Time-Based Routing with Dialed Number Identification: One of Contact Point's customers provides financial packaging services to the consumer lending industry. Scout retrieves calls from the customer's T-1 circuits and routes them to agents based on time-of-day criteria. Calls arriving after hours are answered with a message inviting the caller to contact the office during normal business hours. Callers have the option of leaving a message for a return call once the center reopens for business. During normal business hours, calls are tagged with the phone number the caller dialed, so agents know how to answer the calls before they arrive.
The Scout telephony server uses a combination of analog and in-box switched technology. This means that inbound calls on the T-1 circuits arrive directly to the telephony server without passing through the PBX. Once the agent has processed a call, the agent can transfer the caller through the PBX to the primary lender via tie lines.

Catalog Sales and Product Support
Dialed Number Routing: Another Contact Point customer sells software from several distinct catalogs, each of which is assigned its own toll free phone number. This call center also delivers paid product support for selected packages. Each toll free number invokes a separate call routing script in Scout.
Agents can see the caller's interests through Scout's visual queues, which label each call with the name or purpose of the queue to which the call was routed. Agents who service sales queues thus can bring up the appropriate order forms and inventory data before talking with their prospects. Agents who handle product support can access the appropriate ticket templates and knowledge base before accepting a call.

Direct Sales and Multilevel Product Support
Trunk-Group Routing with IVR: One of Contact Point's customers is the software component sales division of a major software manufacturer. This subsidiary sells its products mainly to programmers.
Callers to the company's toll free numbers automatically get routed to a team of agents who work strictly with sales-related issues. Visual queues let the agents know the interests of the callers, while screen pops to the agents' workstations bring up the appropriate order forms before the calls arrive on station.
Callers to the help desk are greeted by an interactive voice response program that asks whether the call is for paid support. A yes answer routes the caller to a second IVR node that asks for the customer support contract number. Successful completion of this voice form routes the paid customer to a priority service queue, while callers for free support get routed to a queue with lower priority. If a search on the contract number indicates an open ticket, the caller gets routed to the Agent who is handling that issue for the caller.

Help Desk
IVR-Based Routing: This Fortune 500 food services company uses Scout to answer calls to the Corporate Help Desk. Internal support for the Information Systems division deals mainly with calls from within Corporate Headquarters and remote facilities. Because routine IS operations, such as rolling out a new service, can result in a flood of calls, the system is equipped with IVR scripts to answer routine questions. This customer also supports almost a thousand retail outlets, 24 hours a day, seven days a week. Calls deal with any number of issues, from the operation of point of sale equipment to placing orders for the next shipment of replacement inventory. These external calls are routed to the appropriate teams of agents based on the outlet's identification number, which the caller enters at an IVR prompt.

Get More Information by e-mail or call 770-453-9990.