Don’t send your customers from pillar to post. Use intelligent call and message routing from mrs Vanguard.

The service and sales organizations of companies have many different faces. What’s essential for the customer is that they reach somebody competent in the matter concerning them. This is especially true if the customer is contacting your company for the very first time, but is also a crucial factor in strengthening existing business relationships.

mrs Vanguard offers comprehensive functions for the intelligent automatic routing of incoming calls and messages (fax, voice mails, text messages (SMS), emails). Routing is carried out on the basis of flexibly definable rules, such as contact history, domicile, customer status, responsibility, or similar. Incoming calls and messages are distributed automatically and evenly to the agent groups or integrated workstations in accordance with the criteria that have been set. In addition to group-based distribution, it is also possible to set up skill-based routing. In this way, the resources and employees available can be efficiently deployed.

Automatic Call Distribution (ACD) and Automatic Message Distribution (AMD) are ideal for efficiently supporting helpdesk solutions, for example. Since the cycos mrs-based ACD/AMD functionality is not dependent on the telecommunication systems, the solution can also be integrated into heterogeneous communication networks that use systems of different makes.