Cruise Control

Cruise Control is an API that seamlessly integrates with your outsourced contact center statistics. It enables both in-house and outsourced contact centers to continuously, and automatically provide specific KPI’s to our online portal Gearbox. Based on these KPI’s, Gearbox makes a real-time automated weighted distribution of incoming calls across sites based on call center capacity without human interaction. This way your incoming calls are dynamically distributed in the most effective way and the best performing contact center gets the most calls.

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
• Exit/booking code
• Or other custom KPI’s

With Cruise Control you no longer have to manually stay on top of the calculation of inbound call division over destinations. The API has 24/7 insight into the agreed KPI’s and distributes calls accordingly. Your (outsourced) contact centers will never receive more calls than they can handle. This way you have more influence on achieving your KPI’s instead of being dependent on the contact centers’ service levels.