Call routing
Optimize communication across your organization, maximizing both customer and agent time with AI call routing software
AnywhereNow Call Routing slashes waiting times via an efficient customer experience, directs calls based on agent skillset and accelerates the entire process with AI call routing smarts.
Discover the key benefits of our Call Routing
Connect the most knowledgeable agent with your customer via our platform call classification.
Enhance Routing with CRM insights providing a data-driven call flow.
Allow customers to engage with the AI-enhanced Interactive Voice Response (IVR) to steer them to the right agent or provide intuitive automated service.
Combine both data and AI to further optimize your routing logic.
Reduce unnecessary dialogues and enhance first-time-right answers.
Leading features of AnywhereNow's call routing solution
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Skill-based routing: Swiftly connect customers to the most skilled person in your organization that is available for that specific query.
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Omnichannel routing: Engage with customers in their messaging platform of choice. AnywhereNow can assist your agents with AI-based Agent Assist (Deepdesk) on every channel, allowing your agents to help them from the same interface.
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Data-infused routing: Facilitate intelligent routing based on dialogue-specific data (phone number, locale). IVR recognizes everything that is in your CRM and uses this for tailor-made routing rules.
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AI-enhanced routing: Utilize AI for intent recognition, ensuring calls are directed based on the customer's needs, sentiment analysis, and context from previous interactions. Automatically update your CRM information with the summary or other additional AI driven information, so that you are always on top.
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FAQs
What is call routing?
Call routing is a feature where business phone systems and contact centers utilize software that automatically direct calls to the most appropriate and available agent for the situation. This is usually based on predefined rules, allowing for the improvement of customer service and to streamline call handling.
How does call routing work?
Call routing in a contact center uses systems like ACD and IVR to direct calls based on agent availability, skills, or customer data. Advanced strategies include CRM-based and AI-driven routing, enabling efficient, personalized service across channels.
What types of call routing options/logic are available?
Contact centres offer various call routing options including round-robin, least-occupied, longest idle, skills-based, CRM-driven, geographic, time-based, priority, IVR-based, and AI/intent-based routing. These methods ensure efficient call distribution, personalised service, and optimal agent utilisation across channels and time zones.
How can call routing benefit your business?
Call Routing can help enhance a businesses Customer Experience in a myriad of ways:
- Efficient call distribution allowing callers to be directed to available agents and minimise hold times
- Skill based routing allows you to connect callers with agents that have the specific skillset needed in order to answer their query for quicker resolution times and increased satisfaction
- Reduction in abandoned calls from lower wait times will help to improve overall users experience and and less customer frustration
- Transfer reduction will ensure that callers aren’t getting frustrated with elongated wait times and they are talking to an expert able to solve their query
- Improvement in call handling capacity, allowing agents to handle more calls and increasing overall contact center capacity
What to look for in a call routing system?
When it comes to deciding between call routing software, there are many things to take into consideration, such as what routing strategies and key features are available. The most important aspect is that you’re meeting the needs of your business.
Some common routing strategies include:
- Skill-based routing which directs calls to agents with the most relevant expertise
- Time-based routing where dependent on the time of day or the business hours, calls are handled across different time zones and for after-hours support
- Round robin routing which distributes calls across all available agents in order to ensure they are not overwhelmed
- Simultaneous ringing which allows for multiple agents to answer a call at once in order to ensure the shortest wait time possible
- Priority based routing where certain callers are prioritized (for example aVIP customer) to ensure they reach the right customer care agent
- Predictive behavior routing where AI is utilised to analyse caller data and route to the most appropriate agent
Some key features to be aware of include:
- IVR - Interactive Voice Response where caller information is gathered and assessed in order to route their call to an appropriate agent
- In-Queue callback - where a caller is offered a request for a callback preventing them from waiting for large periods of time
- CRM Integration - allowing your call routing system to integrate with your CRM for seamless experience with customer data
- Analytics and Reporting - where KPI’s can be tracked such as call wait times and resolution rates