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Cruise control

When working with different contact centers for your customer service, you often run into challenges. How can you make sure incoming calls are most efficiently distributed across the different contact centers? And how do you stay on top of the defined KPI’s?

Cruise Control

Real-time division of calls

Cruise Control is an API that seamlessly integrates with your outsourced contact center statistics. It makes a real-time automated weighted distribution of incoming calls across sites based on pre-defined KPI’s and a smart algorithm, without human interaction. With Cruise Control your incoming calls are dynamically distributed in the most effective way. And the best performing contact center gets the most calls.

Cruise Control

Why you need it

Cruise Control makes life of Channel Managers much easier. They no longer need to continuously monitor the call centers KPI’s and adjust the call distribution accordingly by hand. Cruise Control can do this automatically and in real-time. This results in:

  • shorter wait times
  • better agent occupancy
  • increased customer satisfaction
  • higher conversion rates

Cruise Control


The dynamic adjustment of inbound call flow distribution can be based on the KPI’s you value most, such as:

  • Total agents
  • Agents available
  • Average queue time
  • Conversion ratio
  • And more
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What's more

Dynamic adjustment

The algorithm-based calculation dynamically adjusts the inbound call flow over several destinations.

Better performance

The best performing contact center will get the most calls because of the dynamic distribution.

Optimize KPI

Optimize KPI’s like queue time and customer satisfaction because of calls are distributed as efficiently as possible.

Easy implementation

Cruise Control works via an API which is easy to install and implement. And always compatible.

Live insight

Get 24/7 live insight into the performance of cruise control and the corresponding call distribution in Gearbox. No more waiting for reports,

Consolidated reports

Run consolidated reports of your overall inbound call flow over multiple service numbers or contact centers in Gearbox.

Cruise Control

More control and more insight

With Cruise Control, your (outsourced) contact centers will never receive more calls than they can handle. The best performing automatically receives the most calls. The API has 24/7 insight into the agreed KPI’s and distributes calls accordingly. All data is available in our online portal Gearbox. You no longer have to depend on the contact centers’ service levels and get you more control, more insight and more influence on achieving your KPI’s.

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