28 June 2017
Calls are routed based on a team member’s skill level, activity level and availability.
VIA has come up with a new service which it claims will enable call centres to reduce call waiting times and improve customer satisfaction.
The UC specialist says it has developed a special set of features for call centres, such as intelligent call queuing, real-time wall boards and skills-based routing, determined by what it describes as a “clever” in-built algorithm called Smart Agent Selection (SAS).
Calls are routed based on a team member’s skill level (which is scored out of 100), activity level and availability. Businesses can also prioritise customers or calls, putting them at the top of the queue or directing them to a specific agent - without the need for a switchboard operator.
VIA reckons all this results in a shorter wait time for the customer and a higher level of first call resolution.
“We know how tricky it can be when setting up call queuing to optimise a contact centre,” says Gareth Sobocinski, the company’s development director. “We wanted to design a system where call queueing works hand-in-hand with the manager to make their life easier and crucially, give customers a great experience on the phone.”
VIA’s Gareth Sobocinski says SAS has improved call centre efficiencies.
VIA has rolled out SAS to its existing customer base and Sobocinski says the firm has have received “extremely positive” feedback on how it has reduced call waiting times and improved working efficiencies in the call centre. 
He adds: “What’s more, because our Contact Centre solution is based on Skype for Business, it gives staff a seamless unified communication experience too, making it easier, and less time consuming for them to navigate and use their own internal systems.
“We’re not finished yet though and have a host of innovative new features for our Contact Centre solution in the pipeline, and as our solutions are fully managed and hosted, customers get free updates whenever we implement new features.”
