Inbound refers to the form of contact received into the contact centre – voice call, email, web chat, tweet etc. The challenge is to route the inbound contact to the right agent, with the right skills at the right time.
Using the latest ACD technology (Automated Call Distribution), Capstone engineers will design an inbound routing system that will mean your customer queries are dealt with appropriately and on time.
We are working with developers of advanced speech and natural language recognition technology. This is the future for contact centre development as we move towards more context driven systems.