Presence Intelligent Routing
 Presence Intelligent Routing (IR) extends ACD capabilities by defining business strategies to route Contact Center interactions over any channel (voice, e-mail, chat, internet, SMS). Presence Intelligent Routing routes each interaction to the best destination.
By using a powerful visual interface, Presence Intelligent Routing consults one or several databases of pre-defined criteria to route and prioritize incoming call flow to the most qualified agent.
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