Smart Routing

Call routing just became a whole lot smarter

Achieve the maximum value, with the fastest resolution, and with the greatest satisfaction—all in the shortest time.

Experience the Smart Routing Benefits

Smart routing allows businesses to route calls based on the caller’s online activity, their history with your company, their demographic information, or based on custom fields you create in the software.

For example, calls from people who have visited particular pages of a business website could be routed to a certain group of agents with expertise in that area. Or, use Caller Insights to pull rich demographic data, such as age, household income, marital status, and gender to automatically route calls to the most appropriate agents for those callers. Create custom fields to track data important to you, such as account ID, customer type, or region and route calls based on that information.

Smart routing helps increase conversions, customer satisfaction, and overall efficiency within call centers. Consistent with CallTrackingMetrics’ other routing options, the smart router is easily accessed through a simple rules-based interface to set up configurations and change them at any time.


Smart call routing is a tool that expedites communications using customizable If/Then conditions to build a sophisticated workflow. When someone calls, they’re automatically routed to the most relevant person or team.

Advanced Options

Get calls into the right hands quickly by combining smart routing with our other services

Call Queues

Call queues provide an effective way to route calls using simple or sophisticated patterns.

Learn More

Geo Routing

Distribute calls based on the location of the caller

Learn More

Call Recordings

Call recordings are a great tool for sales, training, and management

Learn More

See it in Action

Endless possibilities and a simple interface allow you to quickly create new routing scenarios specific to your business.