Typical Implementation

Router can be used for a range of customer applications:

• Categorizing and filtering calls to ensure they are routed to the correct destination.
• Making a routing decision based on the time or date of the call
• Router is typically used at the start of the call flow to identify the most appropriate skills based agent pool, or self service application to route the call to.
• Router can be used to provide “Frequently Asked Question” type functionality

Key Features & Benefits

• Router automates a number of initial “gating” questions, freeing up agent time to work on higher value activities.
• Router allows callers respond in a more natural way, without listening to a long list of DTMF options.
• Customers can use multiple questions, messages, and decision nodes in a single call flow.
• Router is fully configurable via the Fluency Management Console.
• Agent time is freed up to work on higher value activities.
• “Always on” availability allows callers to provide their details 24 x 7.

Application Configuration

Call flows using Router are configured via the VSA Management Console. The intuitive interface for Router uses a series of dialogue nodes that are interconnected via a tree structure. The node types include:

• Message: Plays a static message to the caller.
• Date and Time: Allows the application to onward route a call based on the date and time of the call. This can be configured to cover, for example, working hours, weekends and holiday days
• Yes / No: The caller has the option of answering yes or no to a particular question
• Keyword Question: The caller may be asked (for example) whether their call relates to a new order, billing, or customer service issue.
• Business Logic: Allows an internal or external database to be queried, and a Boolean value (true or false) to be returned in response to a particular question.
• DTMF Support: The caller can be given the option of responding via DTMF if a satisfactory outcome is not achieved from their spoken response.
• Call flows can be set up or changed by the customer in response to changing business needs. Router can be configured for either a UK or US locale.

Deployment Options

Router is a key application within the VSA suite. Fluency’s packaged speech recognition solutions are available On-Premise and Hosted, and have been successfully deployed for a range of customers across the US and UK.

Implementation & Support

Fluency provides a dedicated account team with overall responsibility for project implementation and ongoing support. An Account Manager, supported by a Technical Account Manager, provides the primary commercial point of contact. The Fluency Project Management Team guides the implementation through Project Initiation, Requirements Capture, Analysis and Design, Integration and Testing, and Implementation. Full training is provided covering Speech Recognition, Voice User Interface design, and Application Configuration. Post implementation, the Fluency Customer Response Center provides timely and dependable resolution of technical incidents. Fluency offers both “Business Day” and full 24 x 7 support.