Call Routing

Call Routing Mastering: A Guide to Efficient Call Routing with AI Technologies  

Learn how AI and personalized customer service are revolutionizing call center operations. From cloud call routing to dynamic call routing, this guide will answer the most frequently asked questions. It’ll help you master the intricacies of routing strategies and stay ahead in today’s competitive business landscape. 

Call Routing – What is it?  

What is Call Routing? Call routing is the process of directing incoming calls to the most appropriate agent or department based on predefined criteria, improving customer service efficiency.   

Initially, it was a manual process handled by telephone operators who would physically connect calls to the appropriate lines. In contemporary settings, routing calls holds a pivotal role in call centers: They act as the backbone of seamless and efficient phone routing systems in business environments. This ensures that incoming calls are directed to the most fitting agent or department, preventing miscommunication and promoting the quick resolution of queries or issues. This process is vital in handling call traffic efficiently, guaranteeing that callers receive prompt attention from the most suitable person. 

With the integration of AI technologies and cloud-based systems, routing calls processes has transformed into a sophisticated system. It’s capable of analyzing a vast array of data to facilitate intelligent routing decisions, enhance customer service and operational efficiency manifold. It stands as a testimony to the remarkable advancements in the telecommunications sector, adapting and growing to meet the dynamic needs of businesses globally.

How Does Call Routing Work?

To master live routing, it is essential to understand how a telephone routing system works. Effective routing of calls significantly enhances customer satisfaction. It does so by reducing wait times and connecting customers to the most capable agent to handle their specific needs. This involves a deep analysis of data to provide businesses with valuable insights for improving the process of routing calls. 

Real Customers. Real Results.

To illustrate the efficacy of routing calls, let’s delve into some real-world case studies: 

1. Telefónica: In a bid to enhance their customer service, Telefónica implemented an AI-powered IVR call routing system. This system was capable of understanding natural language, thereby facilitating more intuitive and efficient call routing. The result was a significant reduction in call handling time and an improvement in customer satisfaction. Read how Telefónica is benefiting from call routing.  

2. CSG: CSG leveraged conversational IVR to transform their customer service experience. The dynamic call routing system they implemented could intelligently route calls based on the customer’s needs, identified through natural language processing. This not only reduced the burden on their agents but also led to a more personalized customer service experience. Learn more about how CSG benefits from call routing. 

3. Global Healthcare Tech Company: this company utilized a cloud call routing system to handle the surge in call volumes during the pandemic efficiently. The system was designed to quickly and accurately route calls to available agents with the necessary expertise. This ensured that critical healthcare information reached the callers promptly. Discover the ROI of call routing in healthcare here. 

These case studies underscore the transformative potential of effective routing strategies in enhancing customer service and optimizing business operations. They highlight the role of modern technologies, such as AI and cloud computing, in revolutionizing the process of routing calls. In addition, these offer insights into how businesses can leverage these advancements to stay ahead in the competitive landscape. 

What are the Types of Call Routing? 

Understanding the different types of routing is crucial in optimizing contact center operations. In this section, we delve deeper into various types of call routing, each with its unique benefits and uses. Let’s explore them in detail: 

Direct Routing 

Direct routing, often utilized in small business call routing, involves directing calls straight to a specific agent or department based on predetermined criteria such as the caller’s phone number or the selections made in an IVR system. This type of routing is straightforward and is generally used for routing calls to fixed destinations. 

Least Cost Routing 

Least cost routing is a method where the call is routed through the most cost-effective path. This strategy is often used by telecommunication providers to reduce the costs associated with connecting calls. Especially in a telephone routing system. It considers various factors such as the time of day, the distance of the call, and the carrier’s charges to determine the most economical route for the call. 

Round-Robin Routing 

In round-robin routing, calls are distributed evenly among agents in a cycle. This ensures that all agents receive a roughly equal number of calls over time. This type of routing is commonly used in contact center routing systems to foster fairness and efficiency in call distribution. It helps in preventing agent burnout by avoiding overloading a single agent with too many calls. 

Skill-Based Routing 

Skill-based routing is a strategy where calls are directed to agents based on their specific skills and expertise. For instance, a call routing service might route technical queries to agents with a background in IT, while routing billing inquiries to agents specialized in finance. This ensures that callers are connected to the most competent agent to handle their specific issues. Consequently, it enhances customer satisfaction and improving first-call resolution rates. 

AI Call Routing 

AI call routing leverages artificial intelligence to analyze a plethora of data, including the caller’s history and preferences, to route the call to the most suitable agent. This dynamic call routing strategy is becoming increasingly popular, as it facilitates a more personalized and efficient customer service experience.  

Continue reading about Intelligent Call Routing in our guide. 

Modern AI technologies can significantly enhance call routing strategies, reducing misroutes and improving customer satisfaction as seen at:  

• Swisscom: Swisscom was able to enhance customer satisfaction significantly, noting a 21% increase in correct transfers and an 18-point rise in their Net Promoter Score. Swisscom handles 9 million calls per year in four languages more effectively. 

• One of the worlds’ largest software companies projected a $39M ROI from their IVR transformation project that involved replacing their IVA with a welcoming experience. They noted a 30% reduction in misrouted calls and a 2-minute reduction in average handling time. 

Cloud Call Routing 

Cloud call routing involves directing calls through a cloud-based system, offering flexibility and scalability. This type of routing is ideal for businesses looking to expand as it allows for easy addition of new agents and lines without the need for substantial infrastructure investments. 

By understanding these different types of routing, businesses can make informed decisions on the best routing strategies to implement, optimizing their call center operations and enhancing customer satisfaction. It is essential to choose a routing strategy that aligns with your business needs and objectives to ensure optimal results. 

Key Features of Routing Software  

Understanding the different options to tackle the routing of calls is crucial in optimizing call center operations. In this section, we explore various types of call routing, including direct routing, least cost routing, and round-robin, each boasting its unique benefits and uses. 

Routing software comes packed with features designed to optimize call center operations. These can include: 

• Intelligent AI Call Routing: using AI and machine learning, the software can analyze a variety of factors – such as agent skills, caller history, and current call volume – to route calls to the most suitable agent. For example, Teneo’s OpenQuestion uses TLML’s advanced language understanding capabilities to extract relevant details from a transcript before a call is connected to an agent.  

• Multi-Level IVR Routing: a multi-level Interactive Voice Response (IVR) system allows callers to self-direct their calls based on their needs, further improving efficiency. 

• Real-Time Reporting and Analytics: this feature allows managers to monitor and analyze call center routing system performance in real-time, enabling them to make data-driven decisions and adjustments. 

Call Routing vs Call Forwarding 

In the world of telecommunications, call forwarding is often confused with business call routing. While both are essential in directing calls, they serve different purposes. While both call routing and call forwarding deal with directing calls, they serve different purposes. Call routing is more about intelligently and dynamically connecting callers to the most appropriate destination based on various criteria, often used in business settings to optimize customer service. In contrast, call forwarding is a simpler feature that redirects calls from one number to another, ensuring that calls are received even if the primary recipient is unavailable. 

Comparing Popular Routing Services 

Choosing the right call routing service is vital in improving customer service efficiency. In this section, we compare popular services like Genesys Cloud CX, Amazon Connect, NICE CXOne, and OpenQuestion, evaluating their features, ease of use, compatibility with existing systems, and pricing to help you make an informed decision. 

The call routing software market is dynamic, with new and improved offerings regularly introduced. As of 2024, many Call Center platforms offer their own solutions to the problem. These include:  

Genesys Cloud CX   

Genesys is a mature player in the call center world with extensive operational and channel presence in multiple regions.  Their service stands out for its strong tools and processes to migrate customers from competitors or its own offerings and includes advanced features such as native WFM, SIP compatibility and mature, skills-based routing. It’s an excellent choice for businesses with a worldwide footprint looking for contact center consolidation.  

Amazon Connect   

Amazon Connect is a specialized CCaaS offering drawing on the robust infrastructure and software capabilities of AWS. It has a low barrier to entry, consumption pricing that scales well and fantastic scaling.  With its robust AI capabilities, Amazon Connect offers speech transcription and analytics as well as real-time caller identification, making it a top contender for businesses aiming for personalized customer service.  

NICE CXOne   

Nice is a Leader in Gartner’s Magic Quadrant and arguably has the best and most feature rich WFM suite. It includes persona pre-built solutions per industry, native omni-channel solutions and comes with SIP and PBX options. NICE’s Enlighten AI capability can draw on a vast amount of customer intent and action data to build and refine customer journeys.   

OpenQuestion   

OpenQuestion provides a comprehensive solution that integrates seamlessly with any Contact center platform, providing intelligent routing for calls, real-time analytics and automatic customer feedback capture and analysis. It is ideal for businesses looking for a robust service.  

In conclusion, the choice of a call routing service should depend on the specific needs and objectives of your business. By choosing the right service, you can significantly improve your customer service efficiency and, in turn, your business success. Including features like Agent Connect, Call Insight, and Feedback Insight, as offered by OpenQuestion, can further enhance your customer service operations.  

Learn more about connecting call routing platforms, here. 

Want to know more about AI call routing? Contact us today! 

Optimizing Customer Service with Routing Services 

In a competitive business landscape where customer service sets businesses apart, fine-tuning call routing strategies is crucial. Here, we discuss the role and benefits of contact center skill-based routing in managing and distributing incoming calls effectively, enhancing efficiency, and boosting customer satisfaction. 

Call routing services bring numerous benefits to a business’s operations. By distributing calls based on predefined rules such as agent availability, skill set, or the nature of the inquiry, they ensure that each call is handled in the most efficient manner. 

This not only reduces wait times but also increases the likelihood of first-time resolution, leading to improved customer satisfaction. Read how Telefónica, Swisscom and CSGi handles call routing.  

Discover the power of modern call routing with a demo! 

Improving Customer Service with OpenQuestion 

Utilizing skill-based routing in contact centers brings numerous benefits to businesses. It can significantly reduce wait times, boost first-call resolution rates, and enhance overall customer satisfaction. By using OpenQuestion, businesses can reduce misrouting callers to the wrong agent by 90% improving efficiency and enhancing the customer experience. 

With OpenQuestion, callers are connected to the right agent every time, reducing average handling times and improving agent and customer engagement. Further, its robust analytics provide valuable insights into call center operations, enabling continuous refinement of strategies.  

The Future of Routing  

With the rise of AI and personalized customer service, AI call routing is becoming essential. Businesses that leverage up-to-date routing systems are staying ahead, ready to deliver exceptional customer experiences. Trends in routing:  

The Future of Contact Centers: Trends and Predictions 

1. Call Routing Systems Find the “Perfect Match”: intelligent routing of calls is gaining popularity. A complex “matchmaking” process occurs every time a customer calls to quickly match them with the right expert. This can be achieved through skills-based routing or case-owner routing. The goal is to optimize the experience through shorter wait times for customers and an increased likelihood of first contact resolution. 

2. AI Blends Human and Virtual Resources: AI in contact centers is already addressing common concerns that don’t require human interaction. The future will see the rise of conversational AI that can understand customer needs and route the call to the best available agent, ensuring efficient and personalized service. 

3. Generative AI and LLM in Customer Service:  LLMs, such as ChatGPT and Bard, are artificial intelligence (AI) models trained on vast amounts of data to understand, generate and transform human language. When integrated with IVR systems, large language models have the potential to significantly improve both customer experience and operational efficiency, making LLMs a promising prospect for the future of customer service operations. Explore more about LLMs for Call Centers here. 

Conclusion 

As we recap the pivotal role of routing systems in modern business landscapes and how solutions like OpenQuestion are helping businesses stay ahead in the game. Ready to transform your contact center into a more dynamic, manageable, and adaptable operation? Watch this!

FAQs

What is the difference between routing and forwarding? 

Call routing directs incoming calls to the most suitable agent or department based on criteria like skills or availability, while call forwarding simply redirects calls from one number to another. 

How does AI enhance call routing?

AI routing analyzes data, including caller history, to connect callers with the best-suited agent, reducing wait times and personalizing the service experience.

What are the main types of routing?

Common types include direct routing, skill-based routing, round-robin, least-cost, and cloud-based routing, each serving different call center needs.

How does skill-based routing work?

Calls are directed to agents with the necessary skills for specific queries, ensuring efficient handling and higher first-call resolution rates.