Intelligent Contact Routing

Help optimize resources across all centers

Combine multiple contact centers into a single, virtual enterprise with intelligent, multimedia interaction management, including computer-telephony integration (CTI), enhanced routing, and e-mail/Web integration.

Reduces call transfers

Route calls to the most appropriate agent based on your predefined parameters.

Balances calls across all centers

Intelligent queuing at the network level directs calls to the centers that can handle them, reducing hold times and optimizing representative resources.

Increases personalization

Integrates easily with CTI platforms to connect your agents to the company database, arming your representatives with relevant customer information to facilitate cross-selling.

Delivers robust reporting

Includes real-time views into agent and queue status as well as historical analysis and trending.

Provides flexible service delivery options

Products can be deployed in a hosted environment, as a managed service, or on your site.

Offers customization

Let Verizon Business design a solution based on your specific needs or choose from our standard offers.

ICR

Uses intelligent, multimedia, interaction management - including CTI, Enhanced Routing, and e-mail/Web integration - enabling you to operate as one virtual enterprise.

ICR – Gateway

A contact center solution available for both switched and dedicated toll-free services. This network-based solution allows you total routing control centered on user-defined parameters from your premises-based Intelligent Contact Routing solution.

ICR – Integration

This ICR option provides a sophisticated interface for your Genesys and Cisco ICR solutions to our network IVR to give you pre-call routing and intelligent network queuing.