This chapter covers the following subjects:
• Concepts of contact center call routing
• Details of enterprise and hosted call flows
• Introduction to next-generation contact centers
The efficient delivery of customer contacts to the appropriate resource is a fundamental requirement of any contact center. Depending on the nature of the business, the number of agents/skill groups, the different Automatic Call Distributor (ACD) types in use, and the number of sites, developing call flow scenarios to meet the differing business criteria can be a complex challenge.
Many of the traditional legacy ACD vendors originally provided difficult-to-use, command-line-driven interfaces for configuring call routing. This forced call flow ...