novomind

Call Connector

  • Integration of your telephone system in novomind iAGENT
  • Intelligent routing of incoming calls
  • Extend your existing iAGENT solution into a comprehensive Omnichannel Contact Center system

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With this app, novomind iAGENT handles the distribution of incoming voice calls to available agents. The capabilities (skill-based routing) and the workload of the agents are taken into account. In addition, the system attempts to route callers to agents with whom they have already had contact in order to ensure a more personalized service.
The agents selected by the routing process can accept the calls via the iAGENT Desk interface and enter important information about the call in novomind iAGENT - during and after the call.
The supervisor is provided with extensive monitoring and reporting functions, which provide detailed information on call activities. The data can then be evaluated for strategic decisions or used for real-time monitoring of the service level.

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Requirements

This app requires a novomind iAGENT installation of version 12.31.0 or higher

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