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Intelligent Routing

Presence Intelligent Routing extends an ACD’s capabilities by defining business strategies to route Contact Center interactions over any channel (voice, e-mail, chat, internet, SMS) and ultimately improving consistency across all channels. The Presence Intelligent Routing (workflow) module has been built by Contact Center users for Contact Center users so that they can direct each customer interaction to the best destination through a virtual, drag and drop interface. No programming language is required. Presence Intelligent Routing can consult one or more databases with pre-defined criteria to route interactions to the most qualified agent. This functionality extends to all of the Presence modules.

Inbound + IR Position Paper