Skill-Based Routing

Improve inbound calling by routing customers to the best possible agent. This feature also reprioritizes your group ringing strategy so that callers ring the most skilled agent first.

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Custom Skills

Create an infinite number of custom skills within CloudTalk to assign to your agents.

Group Specs

Assign skills per agent or per group and create the perfect conditions to optimize call routing.

First Try

Get call routing right on the first try and eliminate customer frustration from multiple transfers.

"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

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"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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Other features you might like

Caller-Based Routing

Route customers automatically based on factors like agent skills and skil levels, custom fields and even CRM or HelpDesk info.

Preferred Agent

Connect inbound callers to the agents most suited for their specific issues and improve your First Call Resolution.

Call Flow Designer

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

Interactive
Voice Response

Streamline your callers’ journey with a multi-level IVR menu and lead them where they need to be.

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.

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Have questions?

What is skill-based routing?

Skill-based routing is an excellent part of customer service strategy that routes incoming customer calls or requests to agents or departments best equipped to meet their needs quickly and efficiently.

How does skill-based routing work?

When a customer makes a call or sends a request, the system assesses their inquiry and assigns it to a specific agent or department based on their qualifications and experience. For example, a customer may be routed to an agent fluent in Spanish if their inquiry is in Spanish.

What are the benefits of skill-based routing?

Skill-based routing helps you improve customer service, increase efficiency, and reduce costs. Furthermore, it can help reduce wait times, connect customers with the most qualified agents, and reduce the number of transfers needed to get to the right person.

When should a company consider using skill-based routing?

You should consider using skills-based routing to ensure that customer service calls are routed to the task’s best-suited agent. This type of routing allows a company to match callers to agents based on their skills, knowledge, and experience, resulting in more efficient customer service and improved customer satisfaction.

How does omnichannel routing improve customer experience?

Omni-channel routing is a customer service strategy that provides customers with a consistent, seamless experience when interacting with a brand across all its channels. It leverages multiple customer service channels, such as phone, email, chat, and social media, to ensure customers can access assistance quickly and easily, regardless of their favorite communication method.