This is where it all comes together: Dynamic Flow bundles all channels and controls the processing of contacts from all common sources and media. Even the integration of external IT resources is possible.
Dynamic Flow enables native integration of Skype for Business, Microsoft Teams and SIP with your Contact Center solution. This way, all your communication channels – telephony, chat and desktop sharing – are delivered on one central platform. Every incoming contact goes through Dynamic Flow and is distributed to the suitable employee based on configurable criteria and workflows via your Contact Center platform.
Dynamic Flow unites all communication channels and the corresponding media in one component. Parallel routing services for different media are no longer required. This means a massive simplification in controlling and monitoring your processing flows.
Dynamic Flow has two administration tools: the Dynamic FlowDesigner for setting up workflows and the Dynamic Orchestrator for operations. Both tools offer modern graphical user interfaces, which allow an easy administration in the own operation.
Depending on your individual needs, Dynamic Flow can be extended with additional functions through various modules. For example, a modern voice portal and AI solutions can be seamlessly connected. Convenience functions such as virtual waiting or callback management can also be integrated effectively.
The unified monitoring and reporting with Dynamic View integrates both real-time data and historical reporting. The consolidation effort for merging data from different routing modules is eliminated. Thus, the operation of the Contact Center can be monitored and evaluated with minimal effort.
Because Dynamic Flow components can be installed as often as required, fail-safety and redundancy are created. With several parallel installed instances, the system is also highly available, scalable and incrementally updateable.
Full integration of the Microsoft Teams media adapter prevents media disruption.
Full integration of the Skype for Business media adapter prevents media disruption.
Dynamic Flow can also integrate external IT resources. For example, speech synthesis, voice recognition, AI, databases, „backend“ customer systems or web applications.
Contacts arriving in quick succession and assigned to one and the same customer can each be routed to the same agent.
It can be checked whether contacts need to be routed to a special agent. For example, because a special skill set is required or the customer has been assigned to a personal consultant.
Incoming contacts are checked for correlation, bundled according to individual criteria and made available to the agent as a joint process.
High-priority calls can be routed to an agent, even if the agent is currently busy with another process and is blocked for conventional routing.
If an agent does not answer a call that is routed to him, although he is available according to his status, the call is automatically redistributed. The agent is set to the „Pause“ status.
Agents can correct faulty contact classifications and re-route the corresponding contact.
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