Simply put, intelligent call routing matches consumers with the best adviser for the call.
The contact center can employ intelligent call routing, also known as data-directed routing, to factor data from their CRM system into the routing process.
Any contact center channel, including phone calls, live chat, and email, maybe routed.
Any contact center channel, including phone calls, live chat, and email, maybe routed. Contacts may also be routed to any team member or resource, such as advisers, back-office professionals, self-service applications, chatbots, and so on.
A set of business rules governs the routing algorithm, which might take into account a range of consumer attributes. These frequently include a customer's goal, interaction history, media type, duration in line, and other factors, as detailed in the routing techniques portion of this page.