DeltaRoute Call Routing

Callers can more efficiently navigate to their desired destination with DeltaRoute. Callers are greeted with voice prompts in a choice of male or female personas. A voice recognition-based user interface allows callers to comfortably interact with a resource that that is perceived as knowledgeable and effective. Transfer to an agent is possible at any time along with call detail information to reduce repeated questions.

Data derived from VoltDelta’s CallMatch service works to improve call routing performance by presenting results of a reverse ANI (Automatic Number Identifier) lookup. A vast database including wireless phone numbers linked to additional data can immediately redirect a call flow and or reduce handle time by eliminating questions.  DeltaRoute value points include:

• Eliminate Hold – DeltaRoute immediately answers the call, eliminating the need to wait for an agent. Lengthy DTMF menus are replace by more efficient voice prompts for speech recognition input. 
• Personalize - DeltaRoute can take advantage of VoltDelta’s CallMatch directory to map service to caller in real time. Voice user interface design can offer a caller a specific sequence of prompts based on geocode data associated with the phone number. Additional data can offer more sophisticated handling such as transferring the call immediately to an agent trained to offer assistance to someone identified as having moved into a new residence.
• Agent Integration – Callers can choose to speak with an agent at anytime. Data and/or recoded portions of a call representing progress prior to transfer can be sent to an agent to eliminate repeating a question.
• Satisfaction Verification – Reporting indentifies call completion rates. Call recording with graphical search and selective playback provide examples of engagement, tone and success.
• Return On Investment – Allow agents and operators to concentrate on high value tasks by using DeltaRoute automated call routing with hosted or premise-based managed service efficiency.

 

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