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. 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.

What is Smart Call Routing?

Smart call routing refers to the intelligent directing of phone calls based on either predefined or dynamically generated rules. For example, a repeat caller could be automatically routed to the salesperson he/she spoke with the day before.

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.