Many types of routing rules can be applied to what bests suit dynamic intelligent call routing the needs of a business. If your organisation has staggered shifts or teams that work in different time zones, time-based routing will direct the incoming calls to the contact centers or agents that are flagged as available for that particular day and time. It can also be adjusted for holidays and other occasions where one team or group may not be working a standard schedule.Geographic routing will take calls and forward to a destination based on the area code of the caller. Automatic Number Identification (ANI) identifies the inbound phone number and uses the set of rules established to send the caller to an agent that is nearest to them.
If your business is suffering because you are unable to answer your customer’s calls in a timely manner or keeping clients linked to your business, then it may be crucial for you to manage your call routing practices. Currently, there is a variety of call routing software available. With an efficient call routing strategy, you can increase your first contact resolution and thus, create a wonderful customer experience. With the use of an intelligent call routing software, you can identify the caller and then direct them to the respective agent who had helped them previously. To do that, call routing softwares use anarray of information such as Automatic Number Identification (ANI), and other details provided by the caller. One more significant feature of an intelligent call routing software is the automatic call distribution system that deals with first-time callers. Another important feature of this system is phone hour settings that determine what should occur when customers call during nights, weekends, holidays, or non-operating hours. The phone hour settings may include voicemail, call forwarding option, schedule a call option, or automatic hang-up. Calls may also be recorded with a call routing software.
Intelligent Call routing software is a vital component of your business and can be extremely advantageous. Here are the top 5 advantages of intelligent call routing:
With intelligent call routing, your business gets the ability to ensure that customers have the opportunity to speak with a live agent 24 hours a day 365 days a year. This system has been constructed to give access to real-time information about present enterprise situations so that the appropriate support resources are matched with the needs of your customer when he or she calls. Not only are your customers happy about getting their queries resolved, but this system also provides a competitive advantage to your business in delivering resourceful, personalized, and compelling information, in an extremely efficient way.
Intelligent call routing software is extremely scalable. It can scale up or down based on your unique business requirements. Businesses can choose from any of the deployment models that can incorporate legacy systems, automatic call distribution, and time division multiplexing IVR systems to allow easy migration and expansion of your call center as per your business needs. This immense scalability grants your business growth at its own pace.
Intelligent call routing eliminates the undue complexities of pre-route and computer telephony integration to develop a solution for routing manifold ACDs, including a multi-vendor platform. By synchronizing the right resources, your callers are directed with the desired outcome with concurrent status matching.
Effective Human Resource Management
With intelligent call routing, your workforce is optimized by utilizing every agent as proficiently as possible. The calls always get routed to an available advisor leading to reduced lost calls and a greater customer experience. By application of modern customer analytics, you can improvise call treatment and routing assessments.
Intelligent call routing can optimize operational costs by ensuring that calls are always routed appropriately rather than being lost or sent to voicemail. This eradicates the revenue losses that occur due to lost calls. Call routing based on skill set can also help capitalize on conversion rates by providing a better customer experience to inbound callers.
Intelligent call routing software offers businesses the capacity to make sure that their clients get to speak with a live agent 24 hours a day throughout the year. In certain industries such as banking and finance, selling or offering services around the clock can result in enormous revenue growth that would have otherwise been impossible.