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Automatic Call Distribution ACD and Interaction Management Questions

Does Echopass provide Automatic Call Distribution (ACD) capabilities?

Yes. Echopass uses the Genesys intelligent routing engine for the underlying contact center call distribution. This provides world class, state of the art multi-channel queuing and routing. Genesys routing is used by over 60% of the Global 200, 18 of the world’s largest commercial banks, 7 of the top 10 Insurers in the world, 16 of the top 20 telephone companies in the world, all 10 of the world’s largest automotive companies, 4 of the top 5 of the world’s largest airlines, and is renowned for its extensiveness and abilities to handle complex customer routing requirements. The Genesys routing infrastructure utilized by Echopass is consistently among the strongest rated in the Gartner Magic Quadrant Contact Center report every year. 

Does the Echopass ACD support include skills based routing?

Yes. Echopass provides Genesys skills based routing for all interaction types. Interaction types include IVR, inbound calls, outbound calls; work items/service requests, and eServices interactions. Managers can easily define routing strategies with point-and-click actions. These actions automate routing from the universal queue to the most appropriate agent based on call parameters such as:

  • Customer intent
  • The type of inquiry
  • The value of the customer
  • The media channel
  • The value to the business
  • Priority of interaction
  • Customer data

Does Echopass skills based routing place a limit on the number of skill sets that can be created?

While best practices suggest implementing a manageable number of skills, there is no limit on skills with our solution. Each agent can be assigned a virtually unlimited number of skills and can be assigned as a member of more than one skills group and virtual agent groups. If a business uses customer segmentation, this will allow their contact center to manage resources effectively by aligning customer interactions with each agent’s unique skill sets. Interactions can be prioritized in queue and sent to an agent or virtual agent group with matching skill levels in multiple skills groups.

Does Echopass skills based routing allow for round robin, first available agent, last agent dialed, and highest skilled agent?

Yes. Echopass supports round robin routing using Genesys Customer Interaction Management platform. For more complex routing strategies and to ensure calls and non-voice interactions are delivered to the agents best equipped to address specific topics or customers, Echopass supports skills based routing. Agents can be assigned a skill level and receive interactions based on their proficiency and availability. For intelligence and skills based routing, agents are classified based on their skills and the interactions requiring a particular skill are routed to the available agent having the highest targeted skill level. Callers can be provided options to connect to the last agent spoken with and have non-voice interactions routed to the last agent who interacted with the customer to further improve the customer experience across channels and customer satisfaction goals.

Does Echopass skills based routing allow agents to be assigned a skill level code indicating their strength/capability in that skill?

Yes. Echopass allows users to be assigned a skill level code based on their proficiency level in that skill. This provides weighted skills-based routing capabilities that consider each agent’s skill level when the system makes a routing decision. Additionally, as an agent’s skill level improves, contact center management can easily adjust skill levels to react to changing business conditions.

Does Echopass skills based routing allow skill groups to be created for specific interaction types such as phone, back office work types, eServices email, chat, SMS, social media, or fax?

Echopass offers Genesys skills based routing for all types of interactions including IVR interception, inbound calls, outbound calls, email, chat, SMS text, social media, fax and work items/service requests. Agents can be assigned different skill levels for each media type and any other definable segmentation of interactions within a media type. For example, an agent may have a low skill level in voice calls and a high skill level in chat and could also have a high skill level in a particular language skill or customer segment.