Today, agent productivity is largely driven by shrinking customer call duration through the application of active monitoring, desktop productivity tools and after-call work-time management. An agent's time, which represents 60%-70% of the contact center's resource costs, is extremely valuable. Yet too often, agent time is spent taking calls, listening to the customer's needs, and then re-routing the call to another department. Other activities not directly involved in the customer interaction experience can also be significant, to the point of affecting the ability of the contact center to effectively prioritize their valuable agent resources. SIP Presence, through the aggregation of information from multiple SIP and non-SIP sources, can apply intelligence to the contact center policy-based routing decision to more effectively route calls. This routing is based not only on an agent's skill set and queue, but also on the relative priority of a call compared to the agent's current activity. For example, John Doe, a platinum customer, calls in with an urgent issue. The contact center routing engine sees that a call center agent is available in another location, while the customer's preferred personal agent in the local branch office is busy. However, via presence, it recognizes that the preferred agent's activity is a lower-priority internal call, so it sends a heads-up notification to the agent via IM and routes the call to the agent. The customer now receives personalized service on a more consistent basis. | 
