In the third millennium the telephone and fax are no longer the only channels used to communicate. Companies must take these trends into consideration when building their customer interaction management strategy. Our answer to this challenge is the concept of unified queuing.

With unified queuing all contacts regardless of the source and media are handled with the same queuing path meaning full flexibility and the highest efficiency. All customer interactions are managed using a single tool integrated into a single infrastructure to route contacts intelligently to the agent with the skills necessary.

Thanks to our Synthetic Agent system, unified queues implement sophisticated contact handling strategies, automatic customer identification and priority positioning. They also define queuing time and decide whether to retain calls or reroute them to other agent groups (overflow).

Unified queuing is the solution to maximize resource efficiency in the contact center.