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What is intelligent call routing and what benefits does it offer?

April 26, 2017Benefits intelligent Offer routing

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What is intelligent call routing and what benefits does it offer?

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Intelligent routing solutions utilize real-time statistics, customer-stored data and/or customer defined business rules to route callers to the most appropriate department and / or agent. This type of routing has the capability to factor in an agent’s product knowledge, experience and languages spoken when routing calls and is sometimes referred to as “skill-based routing.