| The name of the base system (platform): | Avaya Aura Experience Portal |
| Developers: | Avaya |
| Technology: | CRM, CRM - Loyalty systems, Call centers |
Avaya Intelligent Customer Routing (ICR) integrates a self service feature and intellectual routing with data of corporate systems of CRM and business logic that allows to give to clients more personalized opportunities.[1]
2019: Description of ICR
According to information for July, 2019 the solution Intelligent Customer Routing (ICR) is based on the Experience Portal application and gives to clients the chance to interact with the system of self-service, at the same time standing in a queue to the operator that, in turn, allows to use more effectively answering interval in contact center (contextual advertizing in queues, preliminary information input by clients, answers to frequently asked questions).
Thanks to ICR, about 95% of waiting time of clients for the solution of the arising questions and the offer of new services are used that allows to optimize customer service and sales in contact center.
Helps to balance with that ICR loading between several contact centers, distributing calls in that contact center where the smallest waiting time is predicted.[2]
Notes
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