ICS Solutions | Enterprise Call Pathing

Situation

• Enterprises with a large number of branches/stores often have multiple, disparate IVR self-service platforms deployed. When callers try to reach a local branch/store, they experience disjointed call flows with multiple voices and horrible prompting. Further, the personnel in the stores or branches is primarily intended to work with customers face to face. The end result is a poor customer experience. In addition, excessive telecom and maintenance costs are typically incurred due to excessive toll free numbers, call routing or hold times.

Solution

• Enterprise Call Pathing allows calls into the local branch/store to be handled via a centralized IVR self-service and routing capability. Common prompting and application logic can be set up in one location for the enterprise, and drastically improves usability and the caller experience. Callers are either completely fulfilled in self service, or routed to the best person who can help them. If routed, they experience a more accurate routing decision to the right person at a contact center or at the branch/store.
• The technical architecture can be setup for either distributed ingress points at the branch/store level, or for centralized ingress where local calls are redirected to Enterprise Voice Gateways. This solution avoids extra hardware at remote sites and significantly simplifies enterprise call routing and enterprise IVR application management.