One Number Routing

Voice routing

Key Features of this solution include:

Voice contact management is a complete, end-to-end hosted voice solution that provides intelligent dynamic routing options and content to callers based on both who is calling and why. Leverages captured and gathered information by accessing data in the RightNow and customer's databases.

One number routing enables you to direct calls to the right department or contact center staff based on the specific needs of the caller.

Screen pops provide your staff with the information they need to provide fast, personalized service.

Incident management allows you to track, capture and report on voice calls so you can meet both your service level targets and your contact center productivity goals.

Voice caller information delivery captures the context of the call while updating the agent desktop with this information when the call is transferred to the agent.