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Intelligent Contact Distribution (ICD)

Capabilities
Contact Center Management Console
Data Intelligence
Intelligent Contact Distribution API
User Context Service
Data Lake
Platform Data API
Data Visualization
Service Experience Metric Suite
Detractor Likelihood
Repeat Contact Likelihood
Repeat Purchase Likelihood
What-If Tool
Data Dictionary
Conversation Data
Repeat Purchase Likelihood Data
Rules Business Objects Reporting
Service Case Data
Workforce Optimization
Workforce Management
Agent Presence
Agent Evaluation
Voice Recording System
Smart Omni-Channel Routing
Callback
Intelligent Contact Distribution (ICD)
Queue Treatment
Realtime Insights
Routing Configuration
Routing Conversation To Agent
Omni-Channel Agent Tool
Channel Integration
Chat Channel Integration
Voice Channel Integration
Recording & Transcription
Voice providers and adapters
Softphone
Identity and Access Management
Resource Sharing Across Partners
RBAC Resource
Tool Access
Built-in Agent Roles
Login Details
Built-in Configuration Roles

Intelligent Contact Distribution (ICD)

Intelligent Contact Distribution (ICD) provides the ability to intelligently determine the optimal participant or contact at any point in the conversation. Whether that’s a virtual agent or a human agent (either realtime or offline), ICD minimizes customer effort and friction while optimizing the supply of human agents.

Capabilities

  • Enables Intelligent Omni-Channel Routing
  • Leverages the current state of the environment (Realtime Data Analytics) and historical data based on Conversation and other domain data via Learned Models and patterns
  • Optimizes the supply of human agents and intelligently determines when to provide real-time versus offline human agent support
  • Uses a decision model which takes into account multiple data features both derived and otherwise (eg: Booking Urgency, Estimated Wait Time, Hours of Operation etc.) to choose an optimal contact
  • Allows business users to temporarily override the Intelligent Decision Model if there is a need to route to a particular contact.

Architecture

The following diagram shows the various components of the CCaaS system and where ICD fits in.

CPCESmartRoutingHighLevl


Intelligent Contact Distribution is available to the Conversation Platform through the Intelligent Contact Distribution API. For more information, see ICD API.

For setting up ICD, refer

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