Intelligent Customer Routing (ICR) derives the licensing, administration framework, manageability, and accessibility from Avaya Experience Portal.
ICR uses the Experience Portal platform to identify and determine caller intent through simple, intelligent, customer conversations using speech and self-service, and, when necessary, routes the call to a relevant call center across applicable geographic locations. Using Avaya Call Center Best Services Routing (BSR) infrastructure, ICR routes calls to the most preferred resource available. Once a route decision is made, the call is either transferred directly to the selected location, or a virtual call is placed and parked on the Experience Portal and enhanced wait treatment is performed.
Note:
For more information, see the ICR documentation library posted on the Avaya support site at http://support.avaya.com under the appropriate release in the Intelligent Customer Routing product category.
ICR related menus, web pages, and associated online help are installed and integrated into the EPM by the ICR installer.
