Call Routing in Contact Center
S Vinay Kumar, Milan Das, Mudili Soujanya · International Journal of Computer and Communication Technology · 2010
Now a day companies uses the contact center to provide service to customer. One of the important challenges of today contact center solution is to align the customer to the most appropriate agent within the time constrain. Call routing is used to for the alignment of customer with agent. Call routing in the contact center also play an important role in customer relationship management. In this paper we discuss the various routing concept and we propose an advancement to the skill based routing concept called as advanced skill based routing.