call routing

Call Routing Freedom: Be Trigger Happy

We just can’t stop pressing those triggers, er … into action for communications processes.

We had no idea how call routing-crazy our customers would go with our triggers system. A trigger in babelforce tests if something is the case or not, for example: “does the user have a mobile number?”, “did the person call the Swedish hotline number?”, etc. A long time back, when we were designing our product components for larger contact centers, we came up with the idea of separating out the conditions to take an action from the action itself. At the time, we just thought: oh that seems like a good approach. Little did we know what a dramatic impact it would have: our customers started to enable even the most off-piste user journeys with these “free triggers”.

Now that the product is in use with all kinds of businesses in so many situations, we can see why the free triggers are so important. Like a lot of process design decisions, it seems obvious in hindsight:

A set of conditions to test the context of a user interaction or business process is useful in many situations, and can be used in multiple areas of a call flow.

For example, if in a user journey you want to decide to do something special if the caller is a “Gold” customer and currently calling from a French mobile number”, then it is very likely that these conditions will be reused again. At the very least, there is probably a need to start some other process in a third-party system (Agent desktop/ticketing, CRM activity capture, …) using the same conditions.

Now that we see the incredible things that our customers do with these “free” triggers, it has become one of the core elements of the babelforce platform. Indeed, we tend to challenge ourselves these days with “come on guys, someone must be able to come up with a communication or service process that can’t be handled efficiently”. But so far we haven’t found one.

Come and talk to us about your processes. We’ll help you set triggers free 🙂