Best Call Routing Software

Call routing software is a tool that intelligently directs incoming phone calls to the most appropriate destination within an organization. It uses predefined rules and criteria to determine where a call should be directed, ensuring efficient and optimized handling. This technology is crucial in managing and organizing call flows, enhancing customer interactions, and improving overall communication processes within businesses and call centers.

What are the types of call routing software?

ACD-based call routing: This is the type most people are familiar with when reaching out to an organization—and the type least preferred by callers. With your basic ACD-based call routing system, calls are placed in a queue until the next agent is available. The result? Often, very long wait times.

Skills-based call routing: This form of routing uses data to guide the call appropriately through the system, often based upon the likely criteria or skills needed to take the call. This could mean matching a Spanish-speaking agent with the next caller who is assumed to be Spanish-speaking as well, due to the location of the caller.

Priority-based call routing: This funneling system forms queues based upon the criteria an organization provides on its customer database. Think airlines that prioritize boarding with its first-class passengers. The same could be applied with priority-based routing to allow faster “white glove” service with less wait time (if any) for certain clients.

Outside of simply providing a call center, you will want to factor in that customers today are looking for an Omni channel approach—one that allows them to reach out using chat, social media messaging, or email. This approach should also be given consideration since it allows for a more integrated experience.