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We have extensive experience in implementing Enterprise Routing or Premise based routing to distribute calls among call centers located geographically at different places by treating them as one virtual call center. The distribution of calls can be changed implemented using different variable parameters like Skill, Agent Group, Percentage, Service Level etc and can be changed dynamically.

Enterprise Routing can be implemented in various scenarios like:

•		Pre-Route: Routing calls to IVR from the PSTN like:
•		Post-Route: Routing calls from IVR to an Agent
•		Routing among agent groups based qualifiying parameters
•		Routing between call centers
		Routing to Supervisor Groups
•		Routing back to IVRs for Self-Service

Enterprise (Premise based) routing can be implemented for various pre-defined business rules using different selection criteria like:

•		Skill Based
•		Service Level
•		Agent Group
•		Database-Driven
		Percentage Based and
•		many more...

Routing and reporting go hand in hand and the effectiveness of routing can be seen in Reporting. Our Routing Design and implementation are geared towards measuring the performance of routing through reporting with effective KVPs and alarms through SCI for erraneous scenarios.



Due to security or other reasons, if you want our team to work at one of your company locations, we will be happy to comply with your rules and regulations.



Our team will do most of the work off-site and make frequent visits to the client site for requirements, pilot demo, initial system installation, Final deployment. With the VPN/dialup access we can remotely support the system in post-production phase.