Reverse-skill routing

Written by jtel on . Posted in Blog

What is reverse-skill routing? How does it help you allocate agent resources more efficiently to boost productivity and enhance service?

ACDs use different algorithms to ensure that the right agent is reached in contact centres. We support a wide range in our ACD, but we’ve recently extended our offer with the addition of new “reverse-skill routing”. This is an evolution of the classical skills-based routing, in which sessions are routed to the agent most qualified for the task. Reverse-skill evolves this concept by allowing calls from some hotlines to be routed in reverse skill order, allowing more qualified agents to remain free for more complex tasks.

New Text to Speech capabilities

Written by jtel on . Posted in Blog

jtel helps you generate new audio announcements, faster and with ease.

As another innovation, we’ve introduce support for a powerful TTS engine that allows customers to record new announcement files from text. Files are generated offline and delivered as WAV recordings, which can then be added to workflows and IVR prompts.