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Assist Better With Caller-Based Routing
Use intelligent call routing and direct calls to the right specialist based on customer data. Easily provide personalized service and improve satisfaction.
Give Your Service Personal Touch
Improve Customer Care
Automatically route callers to the most suitable agent based on assigned skills and levels.
Use Preset Onboarding
Import custom contact fields via API or CSV and adapt routing to your business needs.
Rely on Smart Routing
Automate routing via API based on the contact’s info from CRM, Helpdesk, or database.
"With CloudTalk's Analytics I now get to see every step of the way. We can find discrepancies between our agents and gain a much better understanding of our teams' setup."
Nelly Donnelly Service Delivery Manager
See customer story
"CloudTalk improved our team's cost and efficiency. The script feature allows us to lead the calls in a much more systematic way, as well as all the action buttons to trigger actions directly into our backend."
Yohann Bensadoun Global Supply Growth
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"Our call volume tripled in only 2 years, from around 10,000 calls to 30,000 per quarter and with CloudTalk, we can now handle all of this communication easily. It was an excellent choice."
Frederico Lopes Head of Customer Service
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"We have seen a significant increase in our outbound call volume since we started using CloudTalk and we can now reach out to more prospects and customers than ever before."
Elay Sasson Call Center Manager
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What is Intelligent Call Routing?
Caller-Based Intelligent Routing is a feature that directs incoming calls to the most suitable agent based on the caller’s profile, previous interactions, and real-time data. This advanced system ensures that your customers are quickly connected to the right person who can effectively address their needs.
How Does Intelligent Call Routing Work?
Caller-Based Intelligent Call Routing system uses real-time data and caller history to make smart decisions on where to direct incoming calls. Instead of relying on generic routing, it customizes the path based on each caller’s unique profile and needs. This approach helps reduce misdirected calls and ensures customers quickly reach the right agent.
4 Benefits of Intelligent Call Routing
Improve Efficiency
Reduce the need for manual call transferring. Decrease call handling time and increase agent productivity by ensuring calls are directed correctly from the start.
Boost Satisfaction
Personalize service by directing customers to agents familiar with their history or specific needs. Ensure better CX by giving relevant and effective support.
Decrease Expenses
Improve call resolution times and give agents more time to focus on their job. Minimize the need for additional staffing during peak hours due to higher efficiency.
Enhance Data Usage
Use caller data to make informed decisions and optimize resource allocation. Gain valuable info on customer behavior, refine strategies, and boost service quality.
How to Set Up Caller-Based Routing in CloudTalk?
To use Caller-Based Routing, you have to set it up in a condition splitter within the Call Flow Designer. Here’s how to do it:
01
From the dashboard, navigate to the “Numbers” tab. Select a blue pencil icon next to the number you want to edit.
02
Select the “+” icon on the step where you want to use the condition splitter, choose “Condition splitter” from the menu, and confirm.
03
Select the “+” icon on your Condition splitter step to start a new condition branch. You can set one or more optional conditions and choose the action you want to happen when calls meet this condition.
04
Next, set up the action details. Under Condition Splitter settings, select “Add new”.
05
Use the Property, Operand, and Value fields to create a logical statement.
06
Save changes to your call flow.
Best Practices of Intelligent Call Routing
Align Routing Rules with Business Goals
Ensure your call routing rules are aligned with your company’s strategic objectives. By designing routing criteria that reflect your business priorities, you can direct calls in a way that supports overall goals and improves operational outcomes.
Continuously Update Routing Criteria
Regularly assess and update the criteria used in your call routing. As your business and customer needs evolve, adjusting your routing rules ensures that callers are always matched with the right agents, improving both efficiency and customer service.
Train Agents on Routing Processes
Provide training on how the intelligent routing platform works and how to handle various types of calls. Effective training ensures that agents understand the system’s capabilities and limitations, leading to smoother interactions and better usage of the routing tool.
Integrate with Your CRM Systems
Sync automated call routing with the CRM system to maximize effectiveness. By linking caller information directly with customer records, you can provide agents with the context they need to offer personalized and efficient support from the moment the first sentence.
Act Upon Customers’ Needs.
Other features you might like
Turn your CloudTalk into a much larger and powerful tool
Expand your business toolstack with a business calling software that can be easily integrated into your existing CRMs, ecommerce or helpdesk tools, like Salesforce, Freshdesk, Help Scout, and dozens more.
Have questions?
What is the difference between ICR and IVR?
Automated Intelligent Call Routing (ICR) uses advanced algorithms to direct calls based on real-time data, customer history, and agent availability. Interactive Voice Response (IVR), on the other hand, is an automated system that interacts with callers through pre-recorded messages and menu options, guiding them to the appropriate department or agent based on their selections.
What is smart call routing?
Smart call routing is a system that directs incoming calls to the most suitable agent or department based on predefined criteria like customer history, agent skills, or availability. It enhances customer experience by reducing wait times and ensuring that issues are handled by the right person.
What is an intelligent routing number?
An intelligent routing number is a virtual number that leverages smart routing technology to direct incoming calls to the best available agent or team. It often involves analyzing caller data and other factors to make real-time routing decisions, improving the overall efficiency of call management.
What are intelligent call-routing applications?
Intelligent contact routing applications are software tools that help businesses manage incoming calls by directing them to the most appropriate agents. These applications can integrate with CRM systems, use AI to predict caller needs, and adapt routing rules based on real-time data, improving customer service and operational efficiency.
What is an example of intelligent routing?
An example of intelligent routing is a customer support system that routes VIP customers directly to a dedicated team of senior agents, bypassing standard queues. This system uses customer data, such as account status or previous interactions, to make informed routing decisions in real-time.
How many cascading routing levels should a call operation set?
The number of cascading routing levels depends on the complexity of your operations and the volume of calls. Typically, 3 to 5 levels are sufficient to ensure calls are routed efficiently without overwhelming the system or causing unnecessary delays.
What ICR performance metrics should be tracked?
Key ICR performance metrics include call resolution time, first call resolution rate, customer satisfaction scores, average handle time, and call abandonment rates. Tracking these metrics helps assess the effectiveness of your routing system and identify areas for improvement.
Ready to get started?
Schedule a demo with one of our specialists and gain unparalleled control over your customer’s experience.
