OnlineAgentPicker
OnlineAgentPicker is a software tool that helps call center managers effectively route incoming calls to available agents. It uses skills-based routing and other algorithms to connect each customer to the best-matched agent.
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skillsbased-routing
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OnlineAgentPicker: Software for Efficient Call Center Management
Discover how OnlineAgentPicker streamlines call center operations, ensuring optimal agent utilization and exceptional customer experiences with its skills-based routing algorithm.
What is OnlineAgentPicker?
OnlineAgentPicker is a cloud-based call center software that helps managers efficiently route incoming calls to the most qualified agents. It is designed to:
- Match each incoming call to the best available agent based on skills, experience, and capacity
- Reduce wait times and improve first call resolution rates
- Gain insights into call center performance with reporting and analytics
- Integrate with existing systems like CRM software and phone systems
Key features include intelligent skills-based routing, real-time agent availability monitoring, custom call distribution algorithms, service level adherence monitoring, extensive reporting, agent performance scorecards, and APIs for integration with other platforms. OnlineAgentPicker aims to optimize the agent-customer experience and contact center efficiency.
OnlineAgentPicker Features
Features
- Skills-based routing
- Real-time agent availability tracking
- Customizable call distribution algorithms
- Detailed reporting and analytics
- Integration with popular call center platforms
Pricing
- Subscription-Based
Pros
Improved customer experience through efficient call routing
Increased agent productivity and utilization
Reduced wait times and abandoned calls
Customizable to fit different call center needs
Cons
Potential integration challenges with existing systems
Ongoing maintenance and support costs
Learning curve for call center staff
Official Links
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