Instead of just routing calls and customer interactions to individual agents in a queue,u00a0iSycolu2019su00a0omni-channelu00a0Contact Center can group agents or employees into teams within each queue. This allows the automated distribution systems to route incoming customer interactions to an agent with the optimal combination of idle time and appropriate skills, while also factoring in customer priority. That means customers always get the most optimized service experience to tackle their inquiry.
Improved Agent Productivity
Consistent Service Experience
Enhanced Privacy & PCI Compliance
User-Friendly & Adaptable