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Implementing Intelligent Customer Routing (ICR)Release 6.0 August 2011 2011 Avaya Inc. All Rights Reserved. Notice While reasonable efforts have been made to ensure that the information in this document
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01
Step 1: Identify the goals and objectives of implementing intelligent customer routing.
02
Step 2: Assess the existing customer service infrastructure and determine the areas that can benefit from intelligent customer routing.
03
Step 3: Choose the right intelligent customer routing solution that suits your organization's needs and budget.
04
Step 4: Configure the intelligent customer routing system based on your specific requirements, such as routing criteria, priority rules, and resource availability.
05
Step 5: Integrate the intelligent customer routing system with your existing customer service software or contact center platform.
06
Step 6: Train your team members on how to use and make the most out of the intelligent customer routing system.
07
Step 7: Monitor and analyze the performance of the intelligent customer routing system regularly, and make necessary adjustments or improvements.
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Step 8: Continuously optimize the intelligent customer routing system to ensure maximum efficiency and customer satisfaction.

Who needs implementing intelligent customer routing?

01
Organizations with high volumes of customer inquiries and a need for efficient and personalized customer service.
02
Companies that operate multiple contact channels (e.g., phone, email, chat) and want to ensure consistent routing across all channels.
03
Businesses that want to enhance their customer experience by reducing wait times, improving first contact resolution, and matching customers with the most suitable agents or resources.
04
Enterprises that want to make data-driven decisions and gain insights into customer behavior, preferences, and satisfaction levels.
05
Contact centers or customer service departments that aim to streamline their operations, increase agent productivity, and reduce costs.
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Implementing intelligent customer routing involves using technology to route customer inquiries or calls to the most appropriate agent or department.
Companies or organizations that handle customer inquiries or calls are required to file implementing intelligent customer routing.
Filling out implementing intelligent customer routing involves providing details on the technology used, how inquiries are routed, and any results or improvements seen.
The purpose of implementing intelligent customer routing is to improve customer satisfaction, reduce wait times, and increase efficiency.
Information such as the technology used, data on customer inquiries, routing methods, and any metrics on performance or customer feedback must be reported on implementing intelligent customer routing.
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