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White Paper
CCI’s agent level call routing solution, built on top of Genesys Skill Based Routing engine,
allows call centers to maximize Agent Occupancy, meet Service Level Agreements and
Increase Revenue by dynamically managing call flow routing. Master Control Panel provides
a web-based dashboard to control the application’s parameterized template strategy.
ACR empowers call center domain experts to change and create new call flows in real time
with minimum effort.
CCI's Success Story
Adaptive Call Router developed for the world's largest telecom company.
For the first time, Genesys awarded it's coveted Customer Innovation Award based on the
implementation of technology developed by a Genesys partner. The award was presented
jointly to world's renowned telecom company and CCI for the implementation of CCI's
Adaptive Call Router within the telecom company's wireline customer contact centers.
The Adaptive Call Router has thoroughly altered the way new projects are developed and
deployed within the telecom company's contact centers, dramatically reducing implementation
time and improving overall contact center performance. The award was presente by
Paul Segre, CEO and Nicolas de Kouchkovsky, Director of Marketing & Business Development,
of Genesys.
CCI's Offices are located at:
2682 Bishop Drive, Suite 226, San Ramon, California, USA.
600 Congress Ave, Suite 1275, Austin, Texas, USA.
1301 S MOPAC EXPRESSWAY, Suite B80, Austin, Texas, USA.
