Intelligent call routing makes it easier for customers to do business with your company by offering a single phone contact channel and letting intelligent automation take care of the rest.
Intelligent call routing enables incoming customer calls to be automatically directed to the right place. All your company phone numbers can be combined into one service number, from which calls are routed intelligently to the right people and locations.
Intelligent call routing makes customer service more efficient and simplifies customer interactions. The customer experience improves when customers receive the service they need quickly and easily from one central point, without having to search for the correct phone number for a specific location or contact person. Customer needs are not lost in internal communication bottlenecks.
Intelligent Call Routing in a Nutshell
- Automatically route customer calls to the right destination
- Offer customers one simple phone contact channel
- Eliminate manual switchboard handling
How Does Intelligent Call Routing Work?
A company can operate with a single business or service number that customers call regardless of location or contact person. Intelligent call routing then directs calls from this service number to the correct person or location automatically, without manual effort.
When a customer calls the company number, customer data is retrieved from the company’s customer information system based on the caller’s phone number.
The Line Carrier service platform performs a system query that can identify, for example, customer relationship status, order details, location, and assigned contact person. Based on this information, the call can be routed automatically to the person or location where the customer last did business, or priority customers can be given a fast lane directly to staff.
The customer does not need to interact with a switchboard operator or search for the correct phone number. Calls are routed automatically. Call routing can also be combined with an IVR (Interactive Voice Response) menu, which can be used to collect additional information about the customer’s service needs.
Intelligent call routing can be seamlessly integrated into your existing customer data system or enterprise resource planning (ERP) system. Routing can be implemented with nearly all CRM and ERP systems that offer an open API for integrations. Alternatively, data can also be retrieved from a customer-provided CSV file.
The service can be combined with Line Carrier’s customer service optimization solutions, such as Mobile PBX and Contact Center.