Dynamic Flow

Smart Rout­ing automa­tion 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 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.

One rout­ing, many advan­tages…

At a glance


One rout­ing ser­vice for all inbound chan­nels

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.

Eas­ier admin­is­tra­tion

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.

Flex­i­ble Add-​ons

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.

Uni­fied real-​time mon­i­tor­ing

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.

Most impor­tant piece of the puz­zle…

In the mid­dle of the action



Fea­tures

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.

Microsoft Teams con­nec­tiv­ity

Full inte­gra­tion of the Microsoft Teams media adapter pre­vents media dis­rup­tion.

Skype for Busi­ness con­nec­tiv­ity

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

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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