Flagship Feature

Assist Better With Caller-Based Routing

Direct every incoming call to the right agent based on the caller’s data, such as type of number, location, or past interactions. Intelligent call routing helps you deliver personalized, efficient customer service and improve satisfaction.

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A Smarter Way to Distribute Calls

20% Increase in First-Call Resolution

Route callers to the best-fit agent based on history and intent to solve issues on the first try.

40% Drop in Call Abandonment

Cut wait times by instantly routing calls to the most qualified available agent for each customer.

30% Rise in Agent Utilization

Distribute calls strategically across teams to keep agents engaged and boost productivity.

We’ve helped thousands of global companies

Case studies featuring customers who are building faster.

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Revolutionizing Revolut’s Efficiency and Saving 40+ Hours

“Thanks to CloudTalk’s reliability, we could improve sales teams’ performance and close more deals than we could have ever imagined.”

Jamie Devlin
Head of Operations

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Increasing productivity for 200 customer support agents

“With CloudTalk’s Analytics I now get to see every step of the way. We can find discrepancies and gain a much better understanding of our teams.”

Nelly Donnelly
Service Delivery Manager

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Delivering success for Glovo’s customer support team

“CloudTalk improved our team’s cost and efficiency. The script feature allows us to lead the calls in a much more systematic way.”

Yohann Bensadoun
Global Supply Growth

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Scaling outbound calls for MyHeritage 158 sales agents

“We have seen a significant increase in our outbound call volume. 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.

Whether it’s VIP customers getting priority support, callers from Venezuela being routed to Spanish-speaking agents, or long-time customers reconnecting with the same representative, this smart routing system enhances efficiency. It reduces wait times and delivers a personalized customer experience.

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How Does IVR Work?

Intelligent call routing system leverages real-time data and caller history to make smart decisions on where to direct incoming calls.

Instead of relying on generic routing, it dynamically customizes call flows based on each caller’s unique profile and needs.

With CloudTalk’s Call Flow Designer, you can effortlessly build and optimize call flows using an intuitive drag-and-drop interface, making complex routing setups easy to implement.

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Benefits of Caller-Based Routing

Upgrade Your Customer Service

Resolve Issues Faster

By instantly directing calls to the right agent based on caller data, businesses reduce wait times and eliminate unnecessary transfers. This boosts first-call resolution rates and enhances operational efficiency.

Deliver a Custom Experience

Customers are routed based on their language, location, past interactions, or VIP status, ensuring they always speak with the most suitable agent. This personalization strengthens relationships and boosts customer satisfaction.

Boost Agent Productivity

Intelligent routing prevents agents from handling calls outside their expertise, allowing them to focus on what they do best. This leads to higher efficiency, reduced burnout, and better overall team performance.

Increase Sales

Prioritizing high-value customers and ensuring seamless communication builds loyalty and trust. By reducing friction in the customer journey, businesses can increase retention, upsell opportunities, and overall revenue.

Smart Routing

Guide Your Customers with Confidence

Direct your customers to the right agent or department
in the best way possible.

Solve Real-World Business Challenges

Missed calls, long wait times, or misrouted inquiries cost your business time and money. From boosting sales conversions to enhancing customer support, see how smart call routing tackles real-world challenges across industries:

Sales Teams: Automatically direct high-value leads to the most experienced sales representatives or route inquiries based on region, industry, or deal stage.
Healthcare: Instantly connect patients to the right department, doctor, or medical specialist based on their previous interactions, insurance provider, or medical history.
Real Estate: Route potential buyers and sellers to the most relevant agent based on location, ensuring they are handled by those who understand the local market.
Customer Support: Cut wait times by routing callers to the right endpoint—tech support, billing, or account management—for faster resolutions.

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How to Set Up Caller-Based Routing in CloudTalk

In your CloudTalk account, click the left-hand side Numbers tab on the Dashboard.
Click the blue pencil icon next to the number you want to configure.
In the call flow, click the + icon where you want to insert the condition splitter.
Choose an action (e.g., route to a specific agent or group) for calls that meet certain criteria.
Click Save flow to apply your changes

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Features

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Call Queuing

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Workflow Automation

Fully automate repetitive or time-consuming tasks like follow-ups, ticket creation, and call transcriptions.

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Skill-Based Routing

Assign custom skills to your agents or teams and route customer calls automatically based on their expertise.

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Flagship Feature

Call Flow Designer

Design your inbound calling journey to fit the unique needs of your business and customers’ expectations.

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Frequently asked questions

Everything you need to know about the product and billing.

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.