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 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.
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.
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.
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.
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.
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 Skype for Business media adapter prevents media disruption.
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.
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.
IT experts are people too! Give us a call or write to us. Or let’s have a Chat.