Call Routing

Our intelligent call routing solutions allow you to have complete control and management over the routing of your inbound calls. Using our secure online Customer Zone (CZone) routing tool you are able to route your calls and set specific routing profiles regardless of time or location with immediate effect.

There are many benefits to our intelligent call routing solutions, allowing your calls to be routed to the most appropriate agent, department, or person who has been previously dealing with that caller. This ultimately increases efficiency in call handling, caller experience, being able to wrap up call's quicker, being able to bring experts into call's and extend opening hours with routing plans. This feature works at database level, were attributes can be added or removed to ensure the right call goes to the right person at the right time.

Being able to route your call's according to the time of the day or day of the week, has a wide range of benefits from extending open hours via follow the sun, were as calls can be routed to different geographic locations within working hours to ensure that call's can always be answered as well as lowering related costs of out of hours work.

Call's can even be routed to a mobile device, thus ensuring that if a specific person is away from the office, they will always be contactable.

Routing plans can be put in place to ensure business continuity and disaster recovery. This means that if for any reason there is a failure within your premises, calls can be routed to alternative destinations, be this home or mobile workers, alternative offices or any location of your choice. This ensures that you organisation will be able to function as normal with the least disruption possible.

Intelligent call routing can incorporate Automated Call Distribution (ACD), allowing your organisation to intelligently distribute call's, ensuring that they are all answered promptly and efficiently. A good example of this is if you have a number of agents receiving a large amount of inbound calls within one contact centre, with your other contact centre only receiving a small amount, you can ensure that the calls are evenly spread out and dispersed between both contact centres, ensuring that all calls are answered and handled promptly and efficiently.

Intelligent call routing does not require any software or hardware investment, is quick and easy to set-up, gives real time management tools at your disposal, works globally, integrates within your current telephony system and IT environment, with full support from our Network Operations Centre.