Reduce unnecessary handovers
Match the customer's need to the relevant team earlier.
CALLIFONY · Skill-Based Routing
Send the question to someone who can answer it.
A billing question and a technical fault should not follow the same path. Match enquiries to the skills your team brings to the conversation.
WORKFLOW AT A GLANCE
A customer gets in touchReason · Skill · Team
Route the enquiryConfirm the owner and next action✓
Illustrative workflow · Configure for your team
HOW IT WORKS
Skill-Based Routing in your daily workflow.
Define agent skills and routing rules around your service needs. Review fallback routes so an enquiry still has a path when the preferred team is busy.
Make the work more focused.
Connect the capability to a specific customer need and a clear operational outcome.
Use specialist knowledge
Make expertise part of the routing decision.
Keep a fallback ready
Decide what happens when a specialist is unavailable.
SEE THE PLATFORM
Bring the workflow
into the conversation.
Explore this Callifony platform presentation, then ask for a walkthrough focused on your team’s channels, users and implementation needs.
Plan your walkthrough ↗Platform overview. Confirm specific features and configuration in your tailored demo.
PILOT BEFORE ROLLOUT
Make skill-based routing
fit your operation.
Bring a sample of your current workflow to the demo. We will review how skill-based routing fits the way your team handles customer interactions, what needs configuration and which details should be tested before launch.
- Define the starting pointDocument your current process, channels, team and connected systems.
- Walk through a real scenarioTest the expected path, an exception and the handover to another person.
- Agree the next stepRecord configuration decisions, success measures and rollout responsibilities.
Questions about skill-based routing
How does skill-based routing fit the contact-center workflow?
Define agent skills and routing rules around your service needs. Review fallback routes so an enquiry still has a path when the preferred team is busy.
What should we test for skill-based routing?
Match the customer's need to the relevant team earlier. Make expertise part of the routing decision. Decide what happens when a specialist is unavailable.
What information helps prepare a skill-based routing demo?
Share your current skill-based routing workflow, the systems it depends on, the channels you use and the outcome you want to measure. Confirm setup and availability for your proposed deployment.
Continue exploring.
Explore the platform ↗WORKFLOW AT A GLANCE
Connect the channelsVoice · WhatsApp · Webchat
One shared workspaceContext for the next reply✓
Illustrative workflow · Configure for your team
Features
Omnichannel
A customer calls, follows up on WhatsApp, then sends a message from your website. Give your team a clearer view of the conversation, without asking the customer to start again.
Explore omnichannelWORKFLOW AT A GLANCE
Prepare your campaignAudience · Purpose · Calling setup
Connect the next conversationRecord the outcome and follow-up✓
Illustrative workflow · Configure for your team
Features
AI Predictive Dialer
When agents finish a call, the next conversation should be ready to follow. Callifony predictive dialing is designed to reduce the gaps that slow down a busy outbound team.
Explore ai predictive dialerWORKFLOW AT A GLANCE
Prepare your campaignAudience · Purpose · Calling setup
Connect the next conversationRecord the outcome and follow-up✓
Illustrative workflow · Configure for your team
Features
Auto Dialer
A lead list should guide your outreach, not turn into an afternoon of copying numbers. Build a repeatable calling workflow that lets agents focus on what they say.
Explore auto dialerYour next great customer experience starts here.
Let’s explore what a connected contact center can do for your team.