call routing Insights

What is call routing?

Call routing is the process of directing an incoming phone call to the most appropriate person or department within an organization. It is commonly used to improve customer service by ensuring callers reach the right resource quickly, reducing hold times and improving overall efficiency. Call routing systems use pre-defined rules and criteria such as caller ID, dialed number, time of day, agent skill, and IVR input to make routing decisions.

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What other technologies are related to call routing?

call routing Competitor Technologies

Genesys

Genesys provides contact center solutions, including call routing, which competes with other routing platforms.

mentioned alongside call routing in 0% (59) of relevant job posts

Cisco

Cisco offers call center and unified communications solutions that include call routing features, thus it is a competitor in the call routing space.

mentioned alongside call routing in 0% (51) of relevant job posts

Microsoft Teams

Microsoft Teams offers calling features, including call routing capabilities, making it a competitor.

mentioned alongside call routing in 0% (54) of relevant job posts

call routing Complementary Technologies

IVR

Interactive Voice Response (IVR) systems are used to gather information from callers and route them appropriately. They work alongside call routing to provide a better customer experience.

mentioned alongside call routing in 3% (191) of relevant job posts

Call Recording

Call recording is used for quality assurance, training, and compliance purposes. Call routing can be used to direct calls to queues that are specifically recorded.

mentioned alongside call routing in 7% (60) of relevant job posts

CTI

Computer Telephony Integration (CTI) integrates computer systems with telephone systems, which can enhance call routing capabilities by providing screen pops, call logging, and other features.

mentioned alongside call routing in 2% (56) of relevant job posts