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:
Leverage intelligent routing and Interactive Voice Response (IVR) to ensure higher first call resolution rates and improve customer satisfaction.
Route inbound tasks to the right agent and department based on customer profile and interaction history, IVR inputs, agent skills, and more.
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.
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.