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.
