Intelligent call routing systems can help direct calls to an appropriate department or customer service representative. Based on information provided by a user, calls can be transferred from one line to another line or extension. By handling many of the simplest and mundane tasks, IVR systems using call routing can free the operator or receptionist to handle only the most challenging customer issues or requests. It allows callers to be serviced more quickly and efficiently. It handles routine tasks that would be more tedious and less efficient for a call operator to manage, especially for high call volumes. It can also use information such as a dialed telephone number (DNIS) or time of day (for hours of operation) to route calls appropriately. For organizations with multiple call centers, intelligent call routing can direct a call to the center experiencing the least amount of call volume. This helps to distribute the calls evenly and provide load balancing. |
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ASR – Automatic Speech Recognition |
