Deliver a top-notch customer experience with automated inquiry distribution to the right agents. Agents can manage multiple channels through a single hub, ensuring swift responses and improved customer satisfaction.
From guiding your prospects through the purchase journey to automatically routing calls and message/text enquiries for quick resolution, unlock endless possibilities to enhance customer and employee experiences with CINNOX’s advanced smart call routing features.
Smart call routing is a flexible feature of CINNOX that uses various criteria to match customer interactions with the most appropriate agents or service groups. This is more advanced than traditional routing methods that may simply distribute calls on a first-come, first-served basis or based on agent availability. Equipped with smart routing capability on a unified communication interface, a business can evaluate the unique details of a customer interaction – like the customer's identity, interaction history, the nature of the inquiry, channel of communication (e.g., email, phone, chat, social media), and more, and then route that interaction to the best equipped agent to handle it.
Our smart omnichannel inquiry routing capability adapts to your business's unique requirements, optimizing your resources, ferrying all interactions to the right destination, preventing any missed business opportunities.
Since the very first interaction, CINNOX offers advanced omnichannel routing intelligence and logic tailored to your business model, nurturing trust and cultivating lasting relationships with your prospects and customers throughout their journey.
Take control of your customer interactions within your contact center, ensuring a consistent flow of interaction across multiple channels, and elevating your customer service with our efficient inquiry management solution.
Seamless integration with your existing systems makes CINNOX a painless addition to your workflow, providing powerful benefits without disrupting operations, fuelling your growth, and delivering an unparalleled customer experience.
Implementation Essentials
Implementing effective omnichannel inquiry routing and management is a strategic process.
Identify and prioritise your enquiries to enable targeted and timely responses.
Understand your customer journey and identify critical touchpoints for optimized routing.
Tailor your routing rules and algorithms to your business needs for maximised efficiency.
Match your enquiries to agent’s skill sets and availability for improved customer engagement.
Keep a regular check on performance metrics to identify gaps and optimize operations.
Embrace the future of customer interactions with CINNOX's advanced omnichannel inquiry routing and management solutions. Boost efficiency and deliver personalized service to propel your business ahead.