Introducing Location-Based Call Routing

March 25, 2015 in Mobile Agent
Introducing Location-Based Call Routing

As the smartphone apps become more accepted in our daily lives, location-based services became quite common. “Checking in” to a place became popular in social networks. All of our photos taken by smartphones have geo-location tags. However, ideas for monetizing location-based services were only successful when there was a specialized app on the user side.

When it comes to true customer collaboration though, it is not realistic to expect customers to have apps for every single location-based service they might need.

You don't need an app to be found

Location-Based Call Routing combines legacy telephony services with location-based smart phone apps. The service requestor (client) calls the service number and identifies her location in various ways;

  • I am at 14 Bonhill Street, in Houston
  • At the office
  • My smartphone compass shows my coordinates as…
  • Outside Big Ben Burritos in San Diego
  • My postcode is W4 5SE

For this service, client only needs a standard phone

How it works

Speech engine recognizes and verifies the location of the client. Client's location information is processed along with the requested skill by the location engine. Nearest agent who is in "Ready" state is picked by location engine and call is routed to the agent's phone.

Location-Based Call Routing
Location-Based Call Routing Steps

Comstice makes this possible by creating a mobile agent app using Cisco Finesse and Comstice Location Engine. Comstice Mobile Agent app provides “true mobile agent” experience for your agents. While all the interaction is over the mobile internet, the actual phone conversation is a cellular call so there is no compromise on the voice quality.

At any point after the initial conversation, client and agent can call each other by dialing the service number. While the ticket is still open, service number directly transfers any incoming call from one party to the other. This "direct transfer" feature is available until the agent marks the ticket as "Closed" via mobile app.

Location-Based Call Routing
Location Engine picks the nearest agent that is in "Ready" state and has the highest competency level for the requested skill

Are you "Phone Shy"?

Depending on the business model, it is possible to eliminate the initial phone conversation between the client and the agent. Once the available agent is identified, the details can be sent to the client via SMS Text. Later if needed, either party can call the other by dialing the main service number and the call with be redirected to the other end. This feature is available until the agent closes the service request.

Where to use it?

This model brings a whole new dimension into your communication with the customer. You can turn your mobile workforce into contact center agents, provide accessibility for your customers without compromising the privacy of your mobile agents. You can use this feature in direct sales, marketing, delivery, onsite support services as well as supply-chain and instant sales engagements by directing your mobile salesforce into the potential customer as quickly as possible.