Call routing makes customer support management powerful

Manage incoming calls by directing them to the best-suited available agent. Place them automatically in a queue and direct them to individual extensions or groups (e.g. support or sales) based on criteria and rules you set in advance.

Explore all smart routing options CloudTalk offers.  

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Skills-based routing lets you handle more calls and reduce costs

Skills-based routing ensures productive and efficient customer support management. Inbound calls can be automatically routed to a specific agent based on their fit and skills required by the caller. You can easily assign skill levels to your agents.

Setting up skills-based routing can be done
in 3 simple steps

In Settings, you can create all types of skills and assign them to individual agents or groups of agents. You can have as many skills as you wish depending on your needs, for example, language skills, IT skills, etc.

Assigned skills are then displayed in each agent’s detail in a separate tab entitled Skills-based routing. You can set different levels of skills to agents and choose from very good, good, sufficient, insufficient, none.

CloudTalk’s smart algorithm routes incoming calls to agents with the same skills based on the following rules – Availability, Number of assigned skills, Skill level, and Number of handled calls.

Route by database integration and save your agents’ time

This feature allows you to route inbound calls to competent agents based on all available caller information stored in CloudTalk, IVR (interactive voice response), call queues, business hours, or skillsets of individual agents.


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Call transfer

Resolve customer’s requests faster by letting them choose who they want to speak with 

When getting in touch with customers, all of the small, individual moments have an impact on the entire buying cycle. To increase customer satisfaction rate all you need to do is to put callers in touch with the correct departments within your business – the hunt groups.

Hunt groups work like this

A customer calls a particular number that is connected to a specific group of agents, e.g. sales advisors.

If those agents are busy, the caller needs to wait to be connected with the first available agent.

Further, customers choose for themselves what sort of problem they have and call a specific number to connect with an agent who can resolve it.

What implementing smart routing
change in your call center?

Skills-based routing ensures productive and efficient customer support management.
Rely on a data-driven approach for outstanding customer experience.

illustration personalised customer support

Improve lead conversion at all stages

By routing to the most skillful agent who already has access to all previous interactions, you show the leads that you know them and that their inquiries are important to you.

illustration magnifying glass

Handle more calls and reduce costs

CloudTalk’s smart algorithm routes incoming calls to agents with the same skills based on the rules you create. This feature will help you avoid customers from being routed to agents who do not speak their language or who are unable to help the client due to insufficient qualifications.

illustration Improve Outbound Calls Strategy

Optimize business rules routing

CloudTalk enables you to have several numbers reserved for VIP clients only. You can also tag a customer as “VIP” or “Priority” so that they will be moved to the front of the queue whenever they reach out to you.

Excited to implement smart call routing?

Here is a little sneak peek to CloudTalk’s user-friendly interface to get you all warmed up

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How do free trials work?

Simply send us your contact information and we’ll get you set up with a free, no-strings-attached CloudTalk trial. You can start dialing immediately and enjoy our full range of features and integrations for two fun-filled weeks.

What are your outbound call prices?

Each package includes one standard local or toll-free number for free. Prices of outbound calls vary. Please contact us for more details.

Who is a user?

Users work for your company and communicate with your existing and potential customers. You can add or remove users at any time and in just a few clicks. Users are agents, supervisors, analysts, administrators, etc.

How often can I change my billing plan?

Plans billed annually can only upgrade to a higher tier plan (e.g. From Essential to Expert). It’s not possible to downgrade on annual billing.

How else can I use CloudTalk?

CloudTalk can be used in many different ways: for customer support, as a contact center, or simply as an all-in-one virtual phone system. Our solution is also perfect for companies operating different e-commerce platforms at the same time, as the ability to set up separate customer support channels can make all the difference.

What about data safety?

The safety of your data is our topmost priority. CloudTalk uses third-party data centers with industry-standard certifications (Tier III+ or IV, ISO 27001, PCI-DSS). All facilities include physical protection. Interface is accessed through an encrypted SSL connection. You can read more on our dedicated security page.