Define flexible and efficient routing strategies to ensure every interaction reaches the right agent. Skills-based, last-handled, longest-idle, and business-rule driven routing — all configurable via scripting.
Altitude Router allows the definition of flexible and efficient routing strategies that are most appropriate for ensuring a successful customer journey. Configure the routing script to deliver interactions to the agent with the matching skill profile, the agent that last handled an interaction with the customer, the agent that has been idle the longest, and others.
Segment and prioritise the distribution of interactions according to business needs and service level requirements to improve contact centre performance.
First Contact Resolution improves when interactions reach the right agent with the right skills from the start.
Reduce idle time and misdirected interactions so agents spend more time resolving customer issues.
Context-aware routing means agents have the information and skills they need, cutting average handle time.
Book a personalised demo and discover how intelligent routing can improve your FCR and reduce handling time.
