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expert agent selection (EAS)

Expert Agent Selection (EAS) is a service feature of call centers and Customer Interaction Centers (CIC). With the EAS function, caller numbers can be analyzed and forwarded directly to the responsible agent.

The EAS function enables call center employees to specialize in the product range of call center customers or in specific subject areas and thus provide callers with more qualified advice. Qualified advice is further enhanced by Skill-based Routing (SBR), which allows call agents to specialize in specific subject areas. In addition, the EAS function can optimize multilingual advice by routing the call to the agent who speaks the relevant language.

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Englisch: expert agent selection - EAS
Updated at: 15.11.2017
#Words: 140
Translations: DE