REPLY ROUTING

Providing the answers

that customers really need

Routing and staff
allocation for the purpose of

approving the finished
response templates

ReplyRouting processes more than one million documents a day while allowing 5,000 thousand employees and more to communicate with customers at the same time. The workflow engine ensures the correct assignment to the agent and the right response template. The system checks the level of urgency as well as which specialist is responsible and whether they are currently available. In this way, customers receive reliable responses to the issues they have actually inquired about. 


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R O U T I N G

Always giving

the right answer


Unique
workflow engine

Handling of more than
one million documents a day


 Up to 1,000 documents

 a minute

Scalable for more than
5,000 employees at the same time


Process

The powerful technology

behind ReplyOne

The powerful technology behind the ReplyDesk graphic user interface enables the flexible scalability of all written customer communication whatever the size of the company. The inquiries of your customer, regardless of the channel used, are centralized through ReplyHub (Pos. 1). The next step is for ReplyAnalytics (Pos. 2) to analyze the content of the inquiry and assign it to the right category. With ReplyLink (Pos. 3), the data are enriched with customer information relevant for the process in order for the final step when ReplyRouting (Pos. 4) allocates the inquiry to the right agent. At the same time, ReplyRouting (Pos. 4) also sends the right response template to the agent who now has all the information at hand at the workplace to process the customer inquiry effectively.