Intelligent inbound call routing can be used for finding the right target based on the external data like customer information originated from the CRM. For example, when a customer calls to customer service number the call can be directly routed to the named responsible contact person without keeping the customer waiting in the queue. The intelligent call routing logic can be customized case by case.
Benefits and utilizations points
Minimization of worthless contacts
IVR passing
Right resources – better quality
Lower delay – better customer experience