Dynamic Flow

Smart Rout­ing for mod­ern Con­tact Cen­ters

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.

In a nut­shell

Dynamic Flow — what’s that?

Dynamic Flow is a cen­tral com­po­nent of our Con­tact Cen­ter solu­tions. The mod­ule con­trols the pro­cess­ing and pri­or­i­ti­za­tion of con­tacts from all com­mon sources and media. Each con­tact passes through Dynamic Flow and is for­warded to a suit­able agent based on con­fig­urable cri­te­ria and work­flows. At the same time, Dynamic Flow man­ages the tasks to be per­formed. These can be doc­u­ments, pro­ce­dures or processes of any kind that are to be assigned to a suit­able agent.

One rout­ing, many advan­tages…

At a glance

One rout­ing ser­vice for all inbound chan­nels

Dynamic Flow unites all 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.

Eas­ier admin­is­tra­tion

Dynamic Flow has two admin­is­tra­tion tools: the Dynamic FlowDe­signer for set­ting up work­flows and the Dynamic FlowOrches­tra­tor for oper­a­tions. Both tools offer mod­ern graph­i­cal user inter­faces, which allow an easy admin­is­tra­tion in the own oper­a­tion.

Uni­fied real-​time mon­i­tor­ing

The uni­fied mon­i­tor­ing and report­ing 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.

Reduced infra­struc­ture require­ments

Dynamic Flow elim­i­nates the need for par­al­lel rout­ing mod­ules and thus also the addi­tional require­ments regard­ing the pro­cure­ment and oper­a­tion of the cor­re­spond­ing servers. Thus, the sim­pli­fi­ca­tion of rout­ing by Dynamic Flow offers you the chance to make your server land­scape sig­nif­i­cantly less expen­sive.

Most impor­tant piece of the puz­zle…

In the mid­dle of the action


Avail­abil­ity and Reli­a­bil­ity

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.

Skype for Busi­ness con­nec­tiv­ity

Full inte­gra­tion of the Skype for Busi­ness media adapter pre­vents media dis­rup­tion.

Dynamic Process pri­or­i­ti­za­tion

Tasks are clas­si­fied and dynam­i­cally pri­or­i­tized and routed accord­ing to pre-​defined prop­er­ties. At all times, the task with the high­est pri­or­ity is always the next to be dis­trib­uted.

Inter­faces to exter­nal sys­tems

Dynamic Flow can also inte­grate exter­nal IT resources. For exam­ple, speech syn­the­sis, voice recog­ni­tion, AI, data­bases, „back­end“ cus­tomer sys­tems or web appli­ca­tions.

Last agent

Con­tacts arriv­ing in quick suc­ces­sion and assigned to one and the same cus­tomer can each be routed to the same agent.

Required and pre­ferred 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.

Bundling of con­tacts

Incom­ing con­tacts are checked for cor­re­la­tion, bun­dled accord­ing to indi­vid­ual cri­te­ria and made avail­able to the agent as a joint process.

Call break­through

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.

Con­tact mon­i­tor­ing for non-​processing

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.

Follow-​up at mis­clas­si­fi­ca­tion

Agents can cor­rect faulty con­tact clas­si­fi­ca­tions and re-​route the cor­re­spond­ing con­tact.

Do you have ques­tions about our Dynamic Flow?

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