Qwest Q Routing

Improve sales and services while lowering contact center costs

With Qwest® Q Routing™ network-based contact-center service, you can improve customer sales and service by utilizing Q Routing’s multi-channel contact-center routing and reporting capabilities. Significantly lower your contact-center costs by eliminating large capital outlays, networking costs, dedicated IT staff and annual equipment maintenance contracts.

Q Routing lets you focus on your business priorities instead of managing your contact-center equipment.

Description

Q Routing is a Qwest network-based contact-center solution that includes inbound automatic call distributor (ACD) routing, outbound dialing, Web-contact transaction routing, workforce management and detailed reporting. It improves the overall performance of your contact center by increasing the productivity of your staff. Q Routing directs your customer’s request to the correct agent or system. It can create a virtual contact-center operation by routing requests to agents and systems independent of their location. It provides management oversight as if the system were on your premises. Q Routing eliminates the need for complex integration of multiple premises-based platforms. It can be customized to adapt to the needs of your business. Manage inbound, outbound, e-mail and Web-based transactions through Q Routing’s universal queuing and reporting capabilities.

Q Routing can receive calls from both local and toll-free networks and route calls to any agent, anywhere; whether you are using private branch exchange (PBX), analog, ISDN, plain old telephone service (POTS), Centrex, cellular, voice over IP (VoIP) or PC desktop phones.

Features

Q Routing, backed by the reliability of the Qwest network, provides state-of-the-art contact-center capabilities including:

• Skills-based agent and business-rules routing
• Outbound dialing (progressive, preview, or predictive) and campaign management
• Multi-media consolidated reporting managed by the contact-center management team
• Computer telephone integration (CTI)-enabled agent screen pops that integrate with industry-leading desktop and customer relationship management (CRM) programs
• Network-based voice recording solution for automatic or ad hoc call recording.
• Administration, management and reporting
• Workforce management (forecasting, scheduling and adherence)
• Integration with industry-leading ACD, interactive voice response (IVR), and quality-monitoring products
• Voice, e-mail and Web-based transaction routing, management and reporting
• Disaster recovery and business continuity capabilities

Benefits

• Create geographic independence by using Q Routing’s virtual contact-center capabilities. Support an increase in call volume and leave agent headcount the same. Q Routing does this by:
  • Distributing calls based on agent expertise instead of agent location
  • Reducing average call-handle times with network-based computer telephony integration (CTI)
  • Queuing requests in the Qwest network to reduce queue times and improve agent work load
• Reduce the total cost of ownership. Q Routing eliminates the cost and risk of purchasing premises technology that grows outdated.
• Integrate with multi-vendor telephony equipment including: Genesys®, Avaya®, Cisco® and Nortel® to unify your contact-center solutions into a common management and reporting system – Get real-time access to the transaction flow across your entire enterprise (independent of media channel). Quickly make the changes in routing and staffing that are needed to address increases or decreases in demand. – Qwest’s ability to support multiple private branch exchange (PBX) technologies is a key to success.
• Get capacity and growth on demand. Leverage Qwest and make it easy to migrate and expand services without additional capital investment. Capital dollars are minimized, as all expensive hardware and software are hosted in the Qwest network.
  • Reduce your IT staff involvement. Qwest monitors, maintains and upgrades the applications as required to provide optimum performance and technology improvements
• Rapid response to unforeseen change. Your business won’t miss a beat with Q Routing’s disaster recovery.
  • Your agents can be made available at their home phone number or mobile phone anywhere or at any time. As environmental or business conditions change, you can redistribute calls to alternative agents or sites through the administration interface. This keeps your business viable even during an emergency.
  • This availability is vital in a natural disaster, snowstorm or local network outage when calls need to be re-routed to alternate agents or contact centers quickly.
• You are in control
  • Improve the performance of your contact center by acting on the data obtained via the on-demand access-to-agent and system reports
  • Reports are available in real-time, historical (daily, weekly, monthly), or cradle-to-grave versions
  • Customize your reports by business, location, group or agent

How it works

The inbound call, either local or 8XX, is routed to the Q Routing ACD system. The call is then routed, based on your routing and business rules, to the appropriate available agent. Q Routing has visibility to all agents in the virtual contact-center universe, so there is no geographical limitation in the selection of an agent. Once the agent is selected, Q Routing transfers the call to that specific agent. When the agent answers, the ACD system connects the caller to the agent. Q Routing has visibility to all agent activity and call disposition until the call is terminated. It collects all related transaction data and provides reports detailing the transaction and agent activity.