call routing
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Explore more → **call routing**
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.
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.
Cisco
Cisco offers call center and unified communications solutions that include call routing features, thus it is a competitor in the call routing space.
Microsoft Teams
Microsoft Teams offers calling features, including call routing capabilities, making it a competitor.
Number of organizations that mention technology
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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.
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.
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.
Number of organizations that mention technology
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Which job functions commonly mention call routing?
Telecom Engineer
0.2% of all Telecom Engineer jobs mention call routing
View 5
jobs on Sumble
Telecommunications Engineer
0.2% of all Telecommunications Engineer jobs mention call routing
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jobs on Sumble
Network Engineer
32 Network Engineer jobs mention call routing
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jobs on Sumble
Customer Support
58 Customer Support jobs mention call routing
View 58
jobs on Sumble
Engineer
159 Engineer jobs mention call routing
View 159
jobs on Sumble
Which organizations are mentioning call routing?
Cisco Systems
Scientific and Technical Services
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