InSession

InSession Routing – Advises route-point to call centre based on caller intelligence and defined business rules.

InSession Lookup – Supplementary caller information to inform decisioning and additional pop-up information at the agent desktop.

1. The business wants to identify attributes of the caller (i.e. whether they are existing customers, have open orders, are home-mover etc.), and have the call automatically directed to an appropriate contact centre call queue. In this case InSession can calculate a best route-point based on defined rules, or provide the data to the call centre application to make this decision.

2. The business wants to feed the contact centre with additional information to allow your existing contact centre infrastructure to make a more informed decision as to the best route for a call. In this case InSession can return additional information to the contact-centre system (customer attributes, contract dates, demographic data) to allow an intelligent routing decision to be made, data can be returned from the InSession knowledge based or using the InSession Lookup API.

3. The business wants to implement agent-based routing to route appropriate calls to the most effective agent. This is similar to use-case 2 above – but the information provided by InSession supplements the agent based skills-routing strategy to bring the caller to the best agent.

4. The business wants to integrate additional information about the caller at the agent desktop. The InSession Lookup API provides additional data from not yet integrated sources, or InSession can simply expose its knowledge base to the call centre pop-up APIs.

Background

In a typical SIP-based Contact Centre platform, in bound calls are received and parked at a SIP Route-Point. A routing strategy is then executed which determines routing based on the available information, namely:

The dialled number (NGN).

IVR menu choices made by the caller

IVR inputs, where requested; for example the caller my be asked to key in an account number.

Environmental factors such as time of day, queue availability and queue length.

InSession Routing API – which addresses this issue by providing a universe of UK mobile and landline telephone numbers, which, when matched with client customer databases, results in a composite database of CLIs, which spans customers prospects and the CLIs from the InSession base.

Data associated with the caller (customer status, order status, contract end dates etc) allows InSession rules to be implemented for enhanced routing.

InSession Lookup API – which is designed to provide supplementary information to either power an intelligent IVR system or provide additional information to the agent desktop.

For example, by providing order status information the, intelligent IVR can be used to advise a caller of delivery dates, which may remove the need for live agent interaction.

Additional information at the agent desktop may assist the agent in providing an improved customer experience.

InSession analytics engine – this houses the algorithms and business rules that drive decisions for agent matching and call routing.

A key component of InSession is the ability to configure “1 in N” and time based control groups so that uplift from InSession strategies can be precisely measured.

Each project features a data integration phase where the client customer database is matched to the InSession repository. InSession includes technology to perform fuzzy matching (typically on name and address) between the client data and the InSession number Universe.

Routing Illustration

In the following example, we contrast routing with and without InSession Routing.

Lookup Illustration

In addition to the Routing endpoint, InSession provides an optional Lookup endpoint. This API provides additional information about the caller, which can be used either by an “Intelligent IVR” system – to provide bespoke messaging, IVR menus tailored to the user, or can be called from the agent desktop to provide additional caller information.

For example, if a caller is near end-of-contract, then the agent may be provided with information concerning the existing contract and products held. Clearly, where the caller has been identified (by the InSession routing API) – this information could also be accessed by integration with client CRM systems. However, InSession provides the capability to integrate data across multiple data-source across customer and prospects and multiple systems. As such, it offers a quicker route to market compared to rival solutions.

InSession Lookup provides additional information to support the Agent Desktop. InSession is a secure, cloud based service, utilizing simple, RESTful, JSON APIs – integration can be completed with a few hours of effort. Implementation timescales range from a few days to a few weeks depending on the number and complexity of the data sources. The InSession products include work-flow, matching capabilities and data.

Using InSession As A “Data-Only” Solution.

InSession can be implemented as a “Data-Only” solution.

In this scenario the InSession APIs are not utilised.

Instead, C-Centric can make available the InSession CLI universe, matching technology and, if required, additional 3rd party data sources to provide a rapid-deployment lookup data-source to fuel in-house callcentre solutions. In this scenario the client can utilise their own APIs to access a knowledge base provided by C-Centric using in-house developed APIs.