I want to speak with someone who has the appropriate skills to handle my query efficiently and provide me with the information I require (Skills Based Routing)
I want to interact with a member of staff using my channel of choice (Voice, Web, Email)
I am desperate to secure a University place, so if I hang-up my call due to long call queue times, I would like to be called back as soon as someone becomes available (Auto Call Back)
As a University:
During University Clearing, we would like to identify a VIP student (ie: overseas student) and make a decision on who handles these students (VIP Routing)
We need a platform that is able to support high call volumes during University Clearing (Scalability)
We need to scale-up/scale-down during busy periods and we therefore need to allow employees to work from any location (Browser Based)
We need a product that is easy to learn for temporary staff
