Step 1: Customer support cases enter your ticketing platform.
Step 2: The ArenaCX smart routing software sits on top of your existing platform and instantly works to evaluate historical performance of ticket-types worked, skill requirements for that ticket (i.e. language, technical skill-level, etc.), agent availability, cost per ticket of that partner, among other factors.
Step 3: After evaluating and weighing all of these factors, our system routes the case to the right team or agent who has the needed skill, best track record for the specific type of ticket, and availability to respond to the ticket in a timely manner.
Step 4: The better your partners meet your needs, the more tickets they will be awarded.
This smart, performance-based routing method leads to a virtuous cycle of metric improvements (and cost reduction!) ensuring that you get the most for your money, your customers get the best possible experience, and your BPOs are able to play to their strengths.