Intelligent Call Routing: What it is and How it Works

Are you tired of waiting on hold for several minutes when calling a customer service center? Or maybe you’ve been transferred multiple times, getting frustrated with every passing minute. Call routing can be a tricky business, but with the advent of intelligent call routing, these issues may soon become a thing of the past.

Intelligent call routing, powered by artificial intelligence (AI) and machine learning, is the latest innovation in contact center technology. It optimizes the entire customer experience by accurately connecting customers with the most qualified agents in a timely manner.

But what makes intelligent call routing so different from traditional routing? In this comprehensive blog, we’ll explore not only what intelligent call routing is, but also its various types, and how businesses can benefit from it. We’ll also compare and contrast intelligent call routing with other technologies like predictive dialers and auto-dialers.

So sit back, relax, and get ready to discover the ins and outs of intelligent call routing and how it can revolutionize the way your business interacts with customers.

Predictive Call Routing: How it Works

When it comes to managing customer calls efficiently, businesses are turning to predictive call routing. This technology ensures that customer calls are routed to the most appropriate agent based on factors such as skill set and availability.

How Does Predictive Call Routing Work

Predictive call routing uses machine learning algorithms to analyze vast amounts of data about customers and call center agents. This data is used to predict which agent is best suited to handle a specific call, ensuring that the customer gets the best possible experience.

Benefits of Predictive Call Routing

By using predictive call routing, businesses can reduce wait times for customers and improve the overall quality of customer service. Agents are empowered to handle calls in a more efficient manner, resulting in increased productivity and job satisfaction.

Predictive Call Routing and Customer Satisfaction

The success of any business depends on its ability to provide exceptional customer service. With predictive call routing, customers get routed to the right agent quickly, resulting in faster resolutions and an overall more positive experience. By providing customers with a seamless and efficient experience, businesses can increase customer satisfaction and loyalty.

Predictive call routing is a game-changer in the world of call center management. By utilizing machine learning algorithms, businesses can provide more efficient and effective customer service, resulting in higher customer satisfaction and increased profitability. With this technology, businesses can stay ahead of the competition and ensure that their customers are always happy.

AI Route Optimization

One of the primary benefits of predictive call routing is the ability to optimize the routing process using artificial intelligence (AI) technology.

How does AI route optimization work

AI route optimization uses algorithms and machine learning to analyze various factors such as caller intent, agent availability, call volume, and agent skills to determine the best route for an incoming call.

Benefits of AI route optimization

  • Faster resolution times: With AI route optimization, calls are routed to the most qualified agent, resulting in faster resolution times and increased customer satisfaction.
  • Improved agent productivity: By identifying the right agent for the call, AI route optimization helps reduce agent downtime and improve agent productivity.
  • Reduced costs: Optimized routing leads to shorter call times, reduced hold times and abandoned calls, free up resources, and save costs.

How predictive call routing and AI route optimization work together

When combined with predictive call routing, AI route optimization takes call routing to the next level. Predictive call routing analyzes historical data to predict call volume patterns, identify peak hours for call arrivals, and determine the required workforce for each hour. AI route optimization takes this data into account when deciding which agent is best suited to handle a particular call.

predictive call routing

In conclusion, AI route optimization is an essential feature of predictive call routing. It uses machine learning to identify the optimal route for incoming calls based on various factors, ultimately leading to faster resolution times, improved agent productivity, and reduced costs.

Preferred Agent Routing

One important aspect of predictive call routing is the ability to route calls to specific agents based on various criteria. This is where preferred agent routing comes into play.

What is preferred agent routing

Preferred agent routing is a type of call routing that directs incoming calls to specific agents based on certain criteria. This can include the agent’s skills, past performance, and availability.

Benefits of preferred agent routing

By routing calls to the most suitable agent, preferred agent routing can significantly improve call resolution times, customer satisfaction levels, and overall productivity. It ensures that customers are connected with someone who can best address their needs, resulting in a higher likelihood of a successful call resolution.

How does preferred agent routing work

Preferred agent routing works by using algorithms to match customer calls with agents who are most qualified to handle them. The system considers a range of factors, including the caller’s information, the agent’s skills, and the agent’s past performance. This ensures that the call goes to the right agent with the right expertise.

Examples of preferred agent routing in action

One example of preferred agent routing in action is when a customer calls a bank’s customer service line. The bank’s system takes into account the customer’s information, such as their account history or reason for calling, and then matches them with the agent who is most qualified to handle their query. The system ensures that the call is routed to the agent who is best suited to resolve the customer’s issue.

Preferred agent routing is a powerful tool for call centers that want to provide excellent customer service and increase productivity. By routing calls directly to the most qualified agent, preferred agent routing streamlines the process, reduces wait times, and increases customer satisfaction levels. With advanced predictive call routing capabilities like preferred agent routing, call centers can be more efficient and effective in handling customer service requests.

Voicebot for Call Center

As customer service continues to evolve, technologies like Voicebots are becoming increasingly popular. Voicebots are AI-powered virtual assistants that can use natural language processing and machine learning algorithms to answer customers’ questions, perform basic tasks, and route calls to the appropriate agent or department based on the caller’s needs.

Benefits of Voicebots in Call Centers

One of the main benefits of using voicebots in a call center is the reduction of wait times. By routing calls more efficiently, customers are less likely to be put on hold or transferred multiple times, which can lead to frustration and dissatisfaction. Additionally, voicebots can help save on labor costs by handling simple customer inquiries, allowing agents to focus on more complex issues that require human intervention.

Challenges of Implementing Voicebots

Despite their numerous benefits, implementing voicebots can pose challenges. The technology is still relatively new, so training and integrating them into existing call center operations can be time-consuming and expensive. There is also the concern that customers may not feel comfortable speaking to a virtual assistant and may prefer to speak to a live agent instead. Additionally, voicebots may not be able to handle more complicated or emotional customer inquiries, which would require human empathy and understanding.

Future of Voicebots in Call Centers

As AI technology continues to advance, the capabilities of voicebots will likely expand, making them even more useful in call center operations. For example, integrating them with other technologies like predictive analytics could enable them to personalize customer interactions even further and predict which agent would be best suited to handle specific inquiries. Additionally, advancements in natural language processing and emotional intelligence could make voicebots more adept at handling complex or emotional customer inquiries, further reducing the need for human intervention.

In conclusion, while there are certainly challenges to implementing voicebots in call center operations, the benefits they offer in terms of reduced wait times and labor costs make them a technology worth considering. As their capabilities continue to expand with advancements in AI technology, they are likely to become an even more valuable tool for call center operators in the future.

Genesys Skill Based Routing

Genesys is a leading provider of customer experience and call center solutions. Skill-based routing is one of the features offered by their call center platform. Here’s what you need to know about how Genesys skill-based routing works.

What is Genesys Skill-based Routing

Skill-based routing is a telephony feature that routes calls to the most appropriate agent based on their skill set. For example, if a caller needs technical support, they will be routed to an agent who specializes in technical support. This ensures that the customer’s needs are met quickly and efficiently, leading to higher customer satisfaction rates.

How Does Genesys Skill-based Routing Work

Genesys skill-based routing uses multiple factors to determine which agent is the best fit for each call. These factors can include the customer’s phone number, their IVR selections, their previous interactions with the company, and the availability and skill sets of the available agents.

Genesys skill-based routing also integrates with workforce management systems, which allows it to take into account each agent’s current workload, skill level, language fluency, and even schedule. This ensures that each customer is connected with the optimal agent, reducing wait times and providing a better overall customer experience.

The Benefits of Genesys Skill-based Routing

Implementing Genesys skill-based routing can have a significant impact on your call center’s performance. Some of the key benefits include:

  • predictive call routing

    Improved Customer Satisfaction: By connecting customers with the most skilled agents, you can solve their problems faster and more efficiently, leading to higher customer satisfaction rates.

  • Increased Agent Efficiency: Genesys skill-based routing ensures that agents are only handling calls that match their skill set, which can improve their productivity and reduce costly rework.

  • Better Reporting and Analysis: Skill-based routing provides valuable data on call volumes, agent performance, and customer behavior, which can help call center managers make more strategic decisions.

In conclusion, Genesys skill-based routing is a powerful tool for improving call center performance and customer experience. By connecting customers with the most suitable agents, you can increase efficiency and satisfaction, while also gaining valuable insights into call center operations.

What is Predictive Engagement

If you’re in the customer service industry, you may be familiar with predictive engagement. But what exactly is it?

At its core, predictive engagement is about using data analysis to anticipate customer behavior and provide solutions before issues even arise. By analyzing past interactions with customers, businesses can predict future interactions and prepare accordingly.

How Does Predictive Engagement Work

Predictive engagement relies on machine learning algorithms that analyze large amounts of customer data, including past purchases, browsing history, and previous interactions with customer service. Using this data, the algorithms can make predictions about what customers are most likely to do next and offer personalized recommendations or solutions.

For example, if a customer has a history of returning items, a predictive engagement system may suggest alternative products that are more likely to meet their needs. Alternatively, if a customer frequently contacts customer service with the same issue, the system could proactively reach out with a solution before the customer has to ask.

Why is Predictive Engagement Important

Predictive engagement is important because it can significantly improve the customer experience. By anticipating customer needs, businesses can offer proactive solutions that save customers time and reduce frustration. This can improve brand loyalty, increase customer retention, and help businesses stay competitive in a crowded market.

In addition, predictive engagement can also improve operational efficiency by reducing the number of customer service inquiries. By automatically providing solutions before customers even have to ask, businesses can free up resources to focus on other areas of the business.

In summary, predictive engagement is a powerful tool for businesses looking to improve the customer experience and streamline operations. By using machine learning to analyze customer data, businesses can predict behavior and offer proactive solutions that save time and reduce frustration. With the right approach, predictive engagement can help businesses stand out in a crowded market and build lasting customer relationships.

Bullseye Routing Genesys Cloud

If you’re looking to optimize your customer service experience, predictive call routing is essential. And when it comes to call routing software, Genesys Cloud is the bullseye.

With its advanced AI-driven capabilities, Genesys Cloud has several features that make it the perfect solution for predictive call routing. One of which is its bullseye routing feature.

What is Bullseye Routing

Bullseye routing refers to the process of matching customers with agents based on predefined criteria. In a typical call routing system, calls are routed to the agent available for the longest time. However, with bullseye routing, calls are routed to the agents that match a pre-defined criteria such as language, knowledge, and expertise.

How Does Bullseye Routing Work

Bullseye routing works by creating predefined criteria that match customers’ needs with agents’ skills. Genesys Cloud analyzes the data of each customer interaction to understand the customer’s needs and preferences. The system then matches this data with agents’ skill sets and specialists, connecting the customers with the right agents that can solve their problems effectively.

Benefits of Bullseye Routing

Implementing bullseye routing in your call center operations has many benefits that can enhance your customers’ experience. Some of the benefits are:

  • Improved First-Call Resolution Rates
  • Reduced Call Handling Time
  • Increased Customer Satisfaction
  • Reduced Abandon Rate

With the implementation of bullseye routing, you can ensure customers are connected with agents who can answer their questions quickly, which, in turn, leads to reduced wait times, and provides a seamless customer experience.

Overall, Genesys Cloud’s bullseye routing feature is an excellent solution for predictive call routing. It improves operational efficiency and provides a better customer experience, making it easier for customers to connect to the right agents.

Bullseye routing helps increase first-call resolution rates, reduce handling time, and ultimately leads to increased customer satisfaction. In summary, if you’re looking for an effective customer service solution, look no further than Genesys Cloud, with its advanced bullseye routing features.

Predictive Dialer vs Auto Dialer

When it comes to call centers, there are two main types of dialers in use: predictive dialers and auto dialers. While these technologies have some similarities, there are some key differences between the two that are worth exploring.

What is a Predictive Dialer

A predictive dialer is a tool that automatically dials a list of phone numbers, delivering calls to agents when someone answers. Using algorithms and call history data, the dialer predicts the optimal time to place the next call based on agent availability and the likelihood of someone answering the phone. This helps to maximize productivity and minimize agent idle time.

Predictive dialers are often used in outbound call centers where a high volume of calls are made. They’re particularly useful for sales teams, debt collection agencies and telemarketing companies.

What is an Auto Dialer

An auto dialer is similar to a predictive dialer in that it automatically dials phone numbers, but it’s less intelligent. Auto dialers simply dial numbers at a predetermined rate, delivering calls to agents when someone answers. There isn’t any predictive analysis involved, so agents may end up with a lot of idle time waiting for the next call to be delivered.

Auto dialers are often used in customer support centers where incoming calls are handled. They’re useful for companies that have a high volume of incoming calls that need to be answered quickly, such as insurance companies or emergency response services.

Which One is Right for You

The choice between a predictive dialer and an auto dialer ultimately depends on your business needs. If you have a large outbound call center with high volumes of calls, a predictive dialer might be the way to go. It will help you maximize productivity and ensure that your agents are busy all the time.

On the other hand, if your focus is on handling incoming calls, an auto dialer might be a better fit. It will ensure that your agents are available to take calls when they come in, without having to worry about the next call being delivered.

Predictive dialers and auto dialers are both useful tools for call centers, but they serve two different purposes. Choose the one that best suits your business needs and watch your productivity soar.

Types of Call Routing

Call routing is the process of automatically directing incoming calls to the appropriate call center agent or department without any manual intervention. The aim is to provide the best customer experience and reduce the waiting time for callers. There are different types of call routing techniques used by businesses depending on their nature of operations, customer base, and affordability.

Skill-based call routing

Also known as “intelligent routing,” skill-based routing involves directing calls to agents with a particular skillset. For instance, if the caller has a technical issue, they are connected to a specialized agent with experience in technical support. This technique ensures that callers are served by agents who have the expertise to resolve their issues quickly.

Time-based call routing

Time-based routing sends calls to agents based on the time of day and their availability. It’s useful when dealing with different time zones and ensures that agents are available when their services are needed.

Geographic-based call routing

Geographic routing identifies the location of the caller and assigns them to agents based on their physical location. This technique is commonly used in businesses with multiple locations to ensure local agents serve local customers.

Percentage-based call routing

Percentage-based routing is a technique that diverts calls based on a predefined percentage allocation. For instance, if a call center has 20 agents and a high volume of inbound calls, the system can be programmed to distribute the calls equally, e.g., five calls per agent.

Interactive Voice Response (IVR) systems

IVR is an automated call routing system that collects information from callers then uses the information to route calls to the appropriate department or agent. This technique increases efficiency and reduces the waiting time for the customer.

In conclusion, businesses must carefully choose the call routing technique that suits their needs and budget. Understanding the different types of call routing options helps in selecting the best solution that provides efficient service to customers.

What is a Predictive Dialer in Call Center

A predictive dialer is a technology used by call centers to automate the process of making multiple outbound calls. The tool uses a database of phone numbers, and advanced algorithms to predict when an agent will become available to pick up the call. This means that the system will automatically dial calls in advance, ensuring that there is always a call waiting for the agent to pick up.

How Does a Predictive Dialer Work

To start with, the system dials multiple phone numbers simultaneously. This is done using a complex algorithm that predicts when an agent will become available and then routes the call to that agent. Essentially, the predictive dialer makes a call and looks for a live human response.

Once the agent picks up the call, a new screen pops up on the agent’s computer screen with the relevant details about the call. The agent can then start speaking with the customer and take appropriate action.

Benefits of Using a Predictive Dialer

Using a predictive dialer in call centers comes with several benefits. First and foremost, it helps to reduce agent idle time. As the dialer is constantly dialing calls in advance, it ensures that the agent will always have a call waiting for them.

Secondly, predictive dialers help to increase agent productivity. By automating the outbound calling process, agents can spend more time focusing on actually speaking with customers and solving their problems.

Finally, predictive dialers can help to improve customer experience, as agents can quickly access customer details and solve their issues in a timely manner.

In conclusion, predictive dialers are a valuable tool for call centers looking to automate their outbound calling process and improve agent productivity. By predicting when agents will become available and dialing calls in advance, predictive dialers ensure that agents always have a call waiting for them and can provide a high standard of service to customers.

What is Intelligent Call Routing? Examples

Intelligent call routing is a technology that uses algorithms to transfer incoming calls to the most suitable agent or department within a contact center. It’s a crucial feature in modern business communication systems that play a pivotal role in enhancing customer experience, and ultimately, organizational efficiency.

Benefits of Intelligent Call Routing

predictive call routing

Intelligent call routing provides several benefits, including:

  1. Reduced Waiting Times: Customers can get connected more quickly to the right agent, reducing call waiting times and improving the overall experience.

  2. Tailored Responses: Calls can be routed based on the specific issue or customer segment, ensuring that the customer is connected to the agent/team best suited to provide assistance.

  3. Personalized Interaction: Agents can easily access customer data to provide a personalized experience, boosting customer satisfaction and loyalty.

Examples of Intelligent Call Routing

Here are a few examples of how companies use intelligent call routing:

  1. Geographic Routing: Companies use the caller’s location to route the call to the nearest available agent to provide a more personalized service to customers.

  2. Skills-Based Routing: Calls are routed based on the agent’s skills and expertise, utilising an AI-based algorithm. For example, if a customer needs support for a technical issue, calls can be routed to agents who specialise in technical assistance.

  3. Priority Routing: VIP customers or those with urgent issues can be automatically prioritised and transferred to dedicated agents to provide a speedy resolution.

In conclusion, intelligent call routing is a valuable asset in modern business communication systems, helping to streamline operations and enhance customer experience. It’s an excellent example of how technology can support businesses in delivering high-quality customer service.

What Is the Difference Between a Predictive Dialer and an Auto Dialer

predictive call routing

When it comes to call routing technologies, predictive dialers and auto dialers are some of the most commonly used tools in call centers and sales teams. However, many people use these terms interchangeably, even though they are different. In this section, we will be highlighting the key differences between these two tools and how they can help your business.

The Basics of Predictive and Auto Dialing

At their core, both predictive dialing and auto dialing are designed to automate the dialing process for a team of agents. By automating this process, both tools can help reduce the amount of time an agent spends on dialing numbers and increase the number of customers each agent can reach in a day.

Predictive Dialers

Predictive dialers use complex algorithms to predict when an agent will become available to take the next call. This technology uses multiple lines to dial numbers and routes the call only when there is an available agent. This way, there is always a customer waiting on the line when the agent becomes available. This ensures that agents are never waiting for the next call and are always busy helping customers.

Predictive dialers also have the ability to filter out numbers that are busy, disconnected, or don’t have an answer. Thus, saving agents time and allowing them to focus on live calls rather than wasting time on inactive phone numbers.

Auto Dialers

Auto Dialers, on the other hand, are a simpler version of predictive dialers and can only dial a pre-set list of phone numbers at a specified time. Auto dialers are ideal for businesses that have a large pool of potential customers and little-to-no information about their availability, making it difficult to predict when an agent will be available.

Auto dialers are often used for appointment reminders, automated customer surveys, and debt collection. Auto dialers work best when there is a pre-existing relationship between the customer and the business, as they are less likely to be perceived as spam calls to unwilling customers.

In summary, predictive dialers are ideal for businesses that have a large pool of customers to call and want to optimize their agents’ time. In contrast, auto dialers are perfect for businesses with a smaller customer pool and use cases that don’t require complex algorithms to optimize dialing. By understanding the differences between predictive and auto dialers, your business can make an informed decision on which tool to use, leading to a better customer experience and higher conversion rates.

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