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Glossary

What is Intelligent Call Routing?

The term “Intelligent Call Routing” is used for routing done by software that tries to identify callers and diverts them to an appropriate agent. The recognized information tied to the call, such as the Automatic Number Identification (ANI) or information provided by the caller during the call enable the software to identify the caller.

Intelligent Call Routing is a popular term used in inbound call centers. It is also called predictive call routing. Though, it is a common feature used in state-of-the-art call centers, it is also offered for virtual phone systems for small business.

If an organization can properly define and assign its call center resources and manage customer data appropriately, then intelligent call routing can be a useful tool that can aid in improving customer service and experience.

By availing the Intelligent Call Routing service, a caller can be routed, automatically and intelligently, to the call center agent whom he/she spoke with on the previous call. This will not only save the time of both, company and customer, but also improves the customer experience.

Intelligent call routing not only identify customer’s caller ID and pick up information regarding the customer, but it can also automatically give the customer promotional offer based on his past history and profile with the organization. By lining up customer profiles to offers, organizations give its customers another reason to do business with them — which translates into increased revenues.

The virtual phone system can decipher call patterns, for e.g. how long an average caller has to wait before being heard and which menu options are most/least chosen. This information can aid organizations improve their caller wait times and streamline voicemail menus.

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