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Multi-Site Call Distribution with Interaction Director

It is common for organizations to have multiple contact centers around the world. Each site is a separate, autonomous entity that processes calls, regardless of what is happening at another contact center. But, what if distributed agents are part of a single, global contact center?

For example, suppose that a contact center in Chicago has an abundance of incoming customer calls while a sister site in London has idle agents. In this scenario, it is desirable to route surplus calls from Chicago to agents in London.

Similarly, an organization could implement "follow the sun" call routing to provide 24-hour service. Night calls in the U.S. could route to agents in Australia and conversely.

Multi-site call routing requires an extra layer of software intelligence. Interaction Director provides that extra layer of intelligence.

Director simplifies implementing multi-site call routing that spans multiple call centers and thousands of agents.

To implement a global contact center, you need a CIC server at each contact center and a stand-alone Interaction Director server at one of the sites. The Director server must have TCP/IP connectivity with CIC servers and it must know their IP addresses. The combination of CIC servers with a stand-alone Interaction Director server unites them into a global contact center.

Director Server runs on separate hardware from CIC servers. However, it uses existing PureConnect platform architecture to facilitate configuration and customization options. A single Director server supports up to 30 CIC sites and can process many thousands of calls per hour. Director can pool the entire collection of agents to manage customer calls and email messages efficiently. Individual contact center sites continue to function autonomously when the network or central Director server becomes unavailable.