Implement automated call routing and assignments using your business logic
NGNCloudComm’s Intelligent business rules engine is a tool that can help businesses automate and streamline many of their business processes. The tool allows businesses to define a set of rules and conditions that trigger specific actions or workflows based on real-time data and events. These triggers can be set both pre-interaction (whether that is voice, chat, text, email, etc) and post-interaction.
Enhancing Automation with a Versatile Business Rules Engine
The Intelligent business rules engine is designed to work with a wide range of data sources, including customer data, transactional data, and third-party data. The tool can integrate with various data sources, including CRMs, ERPs, and other business applications. The business rules engine can be configured to automate a wide range of processes, such as customer service workflows, order processing, fraud detection, and compliance monitoring.
The engine can also be configured to trigger actions based on specific events, such as a customer reaching a certain threshold in their account, or a high-priority customer submitting a support ticket.
The Right Solution to Deliver Exceptional Results
Enhanced Customer Experience
By maintaining a complete record of the conversation, customer issues can be resolved more efficiently, leading to higher satisfaction rates.
Improved Compliance and Quality Assurance
Ensuring all parts of a conversation are captured in one file aids in compliance with regulatory requirements and facilitates thorough quality assurance processes.
Simplified Call Management
Managing and retrieving single files rather than multiple segmented recordings reduces administrative burden and improves operational efficiency.
Scalable Solution
Whether for small businesses or large enterprises, the system scales to meet the interaction recording needs without compromising on performance or reliability.
Upgrade Your Contact Center Experience Today
- NGNCloudComm’s Business rules engine is a powerful tool that can help businesses automate and streamline their customer interactions. One of the key features of the engine is its ability to use bots and AI options to handle customer interactions before assigning them to human agents as needed.
- This process begins with the customer interacting with the business through various channels, such as phone, email, chat, etc. The business rules engine can then use bots and AI options to handle the initial interactions with the customer. For example, the engine can answer frequently asked questions or guide the customer through a simple troubleshooting process.
- If the customer’s issue is not resolved , the business rules engine can then assign the interaction to a human agent. The engine can use various criteria to determine which agent to assign the interaction to, such as the agent’s availability, skillset, and previous interactions with the customer.
- By using intelligent Business Rules Engine to handle customer interactions prior to assigning them to agents, businesses can save time and resources while improving the customer experience. The Business Rules Engine can handle routine tasks quickly and accurately, allowing agents to focus on more complex issues that require human expertise. Additionally, using the Business Rules Engine helps businesses provide 24/7 advanced customer support, even outside of normal business hours.
- Overall, NGNCloudComm’s Business rules engine is a versatile tool that can help businesses automate and optimize their customer interactions. By using the Business Rules Engine provided options to handle routine tasks and assigning interactions to agents as needed, businesses can improve the customer experience, save time and resources, and achieve better business outcomes.
To find out more about this and how it can impact your operation, please contact us.
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