Piercom’s eDirect is a Contact Routing and Case Management system. It is designed to ensure all contacts from customers/other outside parties are routed to the most appropriate personnel. This helps to ensure that all cases are managed within specified customer response times and within a defined service levele agreement (SLA). The system also allows the organisation to create a repository of frequently given answers (FGA) which are presented to the agent when a query is routed to him/her.
The system provides a Contact Routing System to analyse e-mails and other contacts to the organization and route them to the most appropriate department. The system is designed to allow agents in the department to choose the most appropriate standard reply to send.
If the department does not reply within their agreed timeframe, then the enquiry would be routed to managers for appropriate action.
With this system all contacts and queries, regardless of their format, are analysed, routed, logged and stored centrally. Once received, each query is scanned for key words and then allocated to the relevant department and agent, depending on agent's workload and area of expertise. The agent is then alerted to a new query and given a list of possible solutions/responses. The customer receives confirmation of receipt of the query and a TicketID, which allows them to log on and view the status of the query. Each query is given a deadline and where issues are not resolved within the allocated time, an automatic issue acceleration process is put in place. Once resolved, the system responds to the customer based on agent and/or sender response specifications.
It also allows user/agent’s manager to audit a percentage of FGAs being issued for Quality Assurance.