Intelligently route voice, email, chat, and social interactions to the right agent based on skill, availability, and customer priority — all from a single workflow engine.
When voice, email, webchat, and social media enquiries are handled in separate queues with different routing logic, customers experience wildly inconsistent wait times and often have to repeat themselves across channels. Supervisors lack a unified view of demand, making real-time staffing adjustments guesswork rather than data-driven decisions.
Each channel operates its own queue, meaning agents sit idle on one channel while another is overwhelmed.
Without unified priority logic, high-value customers may wait longer on chat than they would on voice.
When a customer moves from webchat to phone, agents start from scratch because interaction history is not carried across.
Supervisors must manually drag and drop agents between queues during spikes, wasting precious minutes.
Purpose-built capabilities — not generic templates you have to work around.
All inbound interactions — voice, email, webchat, SMS, and social — enter a single prioritisation queue before being routed.
Define routing logic based on agent skill tags, language proficiency, customer segment, and real-time occupancy.
Automatically redistribute interactions when queue thresholds are breached, without supervisor intervention.
Carry CRM data, previous interaction summaries, and sentiment scores into the agent desktop on every handoff.
Monitor wait times, abandon rates, and agent utilisation across every channel in a single wallboard view.
An inbound voice call, email, webchat message, or social DM is captured and normalised into a universal interaction record.
The system evaluates customer segment, enquiry type, SLA targets, and current wait times to assign a priority score.
The interaction is offered to the best-fit available agent based on skill tags, language, and current occupancy.
The agent desktop is populated with the customer record, interaction history, and any previous case notes before the agent accepts.
If no suitable agent is available within the SLA window, the interaction is automatically escalated or offered to a secondary skill group.
Try these tools to assess and improve your operations.
No. SwiftCase sits above your telephony or CCaaS platform as an orchestration layer, consuming events via API and applying your routing rules without replacing the underlying voice infrastructure.
Yes. Routing rules can reference any CRM field, including customer segment, lifetime value, contract tier, or bespoke priority flags you define.
Routing rules are configured in SwiftCase's no-code workflow builder and take effect immediately — no development sprint or vendor change request required.
SwiftCase does not handle the voice path itself, so Ofcom compliance remains with your telephony provider. Our routing logic respects persistent agent assignment and CLI presentation rules required by Ofcom guidelines.
See how SwiftCase unifies your channels into a single routing engine. Book a demo tailored to your contact centre.
