Call Routing

What is Call Routing?

Call routing is an automatic call distribution and management process that allows contact center phone systems to place incoming calls into queues and direct them to the appropriate recipient. 

Call routing isn’t just for incoming calls but digital messages, too. Routing software can be used to move customer queries to the agents or departments most qualified to handle them, driving-up first call resolution and improving customer experience. Routing software gathers important customer data to better manage calls. And, it can provide fast identification and rapid response to your most valuable callers. Call recording software relies on access to key interaction data usually stored in your CRM such as call routing attempts and self-service completion rates to better understand and improve the customer journey.

There are few types of routing tools that can be used in the contact center. The first is ACD, or automatic call distribution routing. ACD routing sorts incoming calls and routes them to various destinations. An ACD is invaluable in managing large volumes of calls, helping contact centers direct thousands of inquiries to the most appropriate destination. 

Intelligent routing lets users qualify and route inbound calls and callbacks to different resources in the contact center based on conditional logic and specific customer attributes. For example, contact centers can easily segment callers and route high-priority customers to more experienced agents. Additionally, low-priority customers can be pushed to self-service, off-shore agents, or lower-skilled agents such as recently trained agents. This solution provides unprecedented control over the call workflow, improving the contact center’s performance and the customer experience.

More Routing Resources

Automatic Call Distributor (ACD)

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What is an Automatic Call Distribution (ACD) Solution?

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Have you ever been to an old-fashioned deli, the kind where people line up out the door for their famous pastrami-on-rye sandwiches? It’s busy. It’s noisy. To the untrained eye, the scene might look like complete chaos. 

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About LiveVox

LiveVox (Nasdaq: LVOX) is a next generation contact center platform that powers more than 14 billion omnichannel interactions a year. By seamlessly unifying blended omnichannel communications, CRM, AI, and WEM capabilities, the Company’s technology delivers exceptional agent and customer experiences, while helping to mitigate compliance risk. With 20 years of cloud experience and expertise, LiveVox’s CCaaS 2.0 platform is at the forefront of cloud contact center innovation. The Company has more than 650 global employees and is headquartered in San Francisco, with offices in Atlanta; Columbus; Denver; St. Louis; Medellin, Colombia; and Bangalore, India. To stay up to date with everything LiveVox, follow us at @LiveVox or visit

To stay up to date with everything LiveVox, follow us at @LiveVox, visit or call one of our specialists at (844) 207-6663.