Intelligent call routing that matches customers with agents based on skills, language, product expertise, and specialization. Every conversation starts with the perfect person for the job.
Sophisticated routing engine that considers agent skills, customer needs, language preferences, and interaction history to make perfect matches. Technical calls go to technical agents, sales calls to closers, and complex issues to senior specialists.
Define unlimited skills for agents — technical support, sales, billing, product knowledge, certifications. The system routes calls to agents with the exact skills needed for each interaction.
Benefit: Customers reach experts who can solve problems immediately without transfers or escalations.
Automatically route calls to agents who speak the customer's preferred language. Support for dozens of languages with native speaker prioritization and backup routing.
Benefit: Natural conversations without language barriers improve customer satisfaction and resolution rates.
Route high-value calls to top-performing agents. The system can prioritize agents based on conversion rates, customer satisfaction scores, or resolution statistics for optimal outcomes.
Benefit: Important interactions get handled by your best agents for maximum success rates.
The routing engine analyzes multiple factors to make optimal agent selections:
AI-powered routing decisions.
When customers reach the right agent immediately, problems get solved faster and satisfaction soars. Technical issues go to technical experts, sales inquiries to closers, and complex problems to experienced specialists.
Agents are happier too — they handle calls within their expertise areas, leading to better performance, higher job satisfaction, and reduced stress from unfamiliar situations.
Expertise meets opportunity.