Hi caliber IT solutions - IT services | Outsourcing | consulting


	Hi-Caliber IT implements Genesys Infomart 7.6 Solution with Interactive Insights and custom reports. Hi-Caliber IT is upgrading Genesys from 6.5 to 7.6. Hi-Caliber IT starts working on IVR solution with custom screen pop. Hi-Caliber IT Wraps up a WFM project with City of New York. Hi-Caliber IT gets a hosted IVR contract. Hi-Caliber IT starts working on a predictive dialer Solution. Hi-Caliber IT delivers a website portal integrated to multichannel contact center. Hi-Caliber IT signs a contract for remote database and platform support contract.

Genesys Enterprise Routing


We have extensive experience in implementing Enterprise routing or premise based routing to distribute calls among call centers located geographically at different places by treating them as one virtual call center. The distribution of calls can be changed implemented using different variable parameters like skill, agent group, percentage, service level etc and can be changed dynamically.

Enterprise routing can be implemented in various scenarios like:

Pre-Route: Routing calls to IVR from the PSTN like:

Post-Route: Routing calls from IVR to an Agent.

Routing among agent groups based qualifiying parameters.

Routing between call centers.

Routing back to IVRs for Self-Service.

Routing to Supervisor Groups.

Enterprise (Premise based) routing can be implemented for various pre-defined business rules using different selection criteria like:

Skill based

Service Level

Database-Driven

Percentage Based, and

many more

Routing and reporting go hand in hand and the effectiveness of routing can be seen in reporting. our routing design and implementation are geared towards measuring the performance of routing through reporting with effective KVPs and alarms through SCI for erraneous scenarios.
Contact us today for your implementing or enhancing or troubleshooting your customized enteprise routing solution.

Hi-Caliber announces availability of low cost hosted IVR and CTI solutions for customers.

Hi-Caliber adds multimedia channels like email, chat response to customer interaction channels.

Hi-Caliber announces availability of real-time and historical Performance metrics which pinpoint gaps and identifies opportunities to improve a contact center.

Hi-Caliber announces integration of CTI with onscreen Stat displays with audio/visual Alerts helping associates to focus on high-demand areas.

We are happy with the Professional services you have delivered - a major Systems integrator

Our claims collections are great due to your outbound solution -An insurance company

Hi-Caliber IT has delivered real-time and historical reports that helped not only manage our contact center efficiently but also improve our revenues.

Hi-Caliber IT provides great support. You have solved our problems faster than we imagined reducing downtime. Thank you for all the great help this past year -A Credit Card issuer

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