Intelligent Call Routing System

ACD systems are able to utilize multiple routing strategies to meet the needs of your team and contact center.. What in intelligent call routing?

Intelligent call routing is the process of forwarding or transferring calls from one number to another using natural language processing to intelligently interpret voice requests and use that information to direct calls through your IVR. Intelligent call routing systems can be used for a variety of reasons, such as to connect callers with the right department or representative, to route calls based on their location, and to cut down on human intervention and transfers.


More Intelligent Call Routing System Resources:

Inbound Call Center Software Solution | LiveVox Inbound Voice

Leverage intelligent routing and Interactive Voice Response (IVR) to ensure higher first call resolution rates and improve customer satisfaction.

Automatic Call Distributor (ACD) For Call Center Performance

Route inbound tasks to the right agent and department based on customer profile and interaction history, IVR inputs, agent skills, and more.

What Is Call Routing? How It Works and the Benefits

The benefits of call routing are vast and include improved customer service, optimized workforce management, and more. In this blog post, we’ll explore what call routing is, how it works, and the many benefits it provides.

What is Call Flow in a Contact Center? Meaning, Process & Systems

As customer service professionals we all know that first impressions are vitally important. But what we may not all realize is just how little time we actually have to make a good one. According to psychological research, we form opinions within the first seven seconds of meeting new people and encountering new situations. 

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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 livevox.com.

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