Omnichannel Routing

Description

Provides a unified routing layer across voice, chat, email, SMS, and social channels. A single routing engine applies consistent skill-matching and priority logic regardless of channel, allowing agents to handle blended workloads from one interface.

Canonical use case

A consumer electronics brand routes inbound WhatsApp, live-chat, and voice contacts through the same skill-matching rules, ensuring product specialists handle their channel regardless of how the customer reaches out.