Intelligent Call Routing: Benefits, Types & Best Practices

Intelligent call routing is a feature that automatically routes incoming calls to the most appropriate agent or department based on the caller's needs, agent availability, and past interactions. Instead of routing calls randomly, it uses AI, machine learning, and real-time data analysis for call distribution.

With AI-driven intelligent routing, businesses can analyze caller intent and also access their history and preferences, increasing the chances of resolving issues in a single call.

Intelligent Call Routing (ICR) works by analyzing incoming call data—like caller input, history, and preferences and automatically directing the call to the most suitable agent or department based on predefined rules or AI algorithms. Breaking it down:

1. Data Collection: ICR gathers caller ID, history, CRM data, IVR inputs, and demographics to determine the best routing path. These data ensure that calls are directed to relevant agents based on customer issues and concerns.
2. Data analysis: With AI-driven analysis and predefined rules based on caller ID and intent, the system processes the collected data to identify customer needs. It helps in efficient call distribution, balancing call traffic, and reducing wait times.
3. Routing and connection: The system routes the calls based on skill, priority, location, and time. If no agent is available, alternatives like call queuing, self-service options, or callback requests are provided.

Intelligent Call Routing improves customer satisfaction by connecting callers to the right agent faster, reducing wait times and frustration. It also boosts operational efficiency by optimizing agent workload and improving first-call resolution rates.

• Data-Driven Insights: Collects data-driven insights through call patterns to analyze customer needs and optimize service strategies, allowing better call distribution.
• Reduces Wait Time: Efficiently routing calls to available agents based on skills, workload, priority, and availability, minimizing wait times.
• Improves First Call Resolution Rate: Aligning customers’ issues and concerns with capable agents increases the chances of resolving issues on the first interaction.
• Enhance Customer Satisfaction: Personalized and quick responses reduce frustration and enhance customer satisfaction.
• Scalability: Categorizes incoming calls based on urgency, priority, and other relevant factors and directs calls to available agents, handling high call volumes.

The main types of Intelligent Call Routing include skills-based routing, data-driven routing, time-based routing, geographic routing, and predictive/AI-based routing, each directing calls according to specific factors like agent expertise, customer history, or location. IVR-based routing also allows calls to be directed based on the caller’s menu selection.

Skill-Based Intelligent Call Routing directs calls to the most appropriate agent based on their specific skills, expertise, or knowledge required to resolve the caller’s issue. This ensures that calls are handled by agents best suited to provide efficient and accurate solutions.

Calls can still be routed to the next qualified agent only if that specific agent is unavailable at the moment. The call routing software offers AI-optimized routing that identifies the nature of the call through IVR menus to predict the right agent.

Time-based intelligent call routing directs calls to agents based on business hours, time zones, or peak periods. Calls can be routed to agents in different locations or to remote agents, ensuring clients get service at their desired time. Also, the system redirects after-hours calls to the voicemail, IVR, or an after-hours team for continuous support.

Priority-Based Intelligent Call Routing directs calls based on the caller’s priority level, such as VIP status, urgent issues, or high-value customers. This ensures that priority calls are handled by top agents or placed at the front of the queue for faster resolution. Call routing software allows businesses to set their own priority list of customers to deliver efficient service at the right time.

IVR-Based Intelligent Call Routing directs calls based on the options selected by the caller through an Interactive Voice Response (IVR) menu. The system routes the call to the appropriate department or agent based on the caller’s input, such as pressing a number for sales, support, or billing. It allows self-service options that lower agent workload, reducing call handling time.

Location-Based Intelligent Call Routing directs calls based on the caller's geographic location, such as their area code or IP address. This ensures that calls are routed to the nearest or most relevant agent or office, improving response times and ensuring region-specific support. It detects the caller’s location through the area code, GPS data, and customer records in the CRM.

Best practices for Intelligent Call Routing include defining clear routing rules, integrating with CRM data, and optimizing for load balancing to ensure accurate and efficient call distribution. Additionally, offering self-service options, providing callback features, and regularly updating routing strategies enhance customer satisfaction and operational efficiency.

• Know customer needs: Reviewing customers' purchase history, interaction, or profile helps you understand their needs. It helps businesses to customize strategies to approach and route calls to the right agent.
• Use of different routing techniques: Aligning client issues, location, time, and priority to direct the incoming calls to the best-suited agents to handle their needs faster.
• Integrate with CRM: Linking intelligent call routing systems with CRM platforms allows agents to access customer profiles, interaction history, and preferences. It helps agents provide more personalized support, reducing call handling times.
• Offer Self-Service Options: Use self-service tools such as IVR menus or chatbots, allowing customers to self-serve with order tracking or billing inquiries. Also, IVR routes calls to the right agent depending on their issues.
• Measure Performance & Optimize: Tracking first-call resolution, call abandonment rates, and customer satisfaction discovers the causes of delays or inefficient routing rules. Regularly adjust your plan to increase efficiency and respond to changing client needs.

Intelligent Call Routing is an advanced tool that connects clients to capable agents and departments. It routes calls to agents whose skills and expertise align with callers' issues, enhancing call distribution and first-call resolution rates.
 

Intelligent call routing uses data and real-time insights to route calls to the most suitable agent, while traditional call routing follows static, rule-based paths.

Intelligent call routing is applicable in several industries:

• Customer Support centers
• Sales
• Technical Support
• Hospitality industry

Smart call routing is a system that uses real-time data and intelligent algorithms to direct calls to the most appropriate department based on skills, availability, and customer history.

Some of the best intelligent call-routing solutions include:

• Five9
• 8x8
• Zendesk Talk
• Dialpad
• Aircall
• Cisco