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Servizi di smistamento delle telefonate tutti da sfruttare

Inoltra le chiamate a più telefoni in un ordine stabilito, in modo che tu o un membro del tuo team siate sempre reperibili.

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What is call routing?

Call routing software queues incoming calls and directs them to the appropriate agent or department based on predefined criteria. This helps increase call efficiency, improves customer satisfaction rates, and streamlines contact center operations.

Real-time monitoring and reporting also allows supervisors to track call queues, evaluate agent performance, and make adjustments to ensure calls are actively connected to the best endpoints. Using call routing can help contact center’s minimize wait times by efficiently connecting callers with the right resources.

Laptop screen showcasing call routing software with auto attendant settings, customer support nodes, voicemail options, and call performance metrics like average call duration.

Choose a call routing system that works best for you.

Priority-based routing assigns priority levels to calls to ensure urgent concerns are addressed immediately. Factors such as the caller's identity, purpose, and duration of the call help determine these priority levels.
Graphic showcasing various call routing options, such as intelligent call routing, priority-based routing, time-based routing, multi-channel routing, and auto attendants, designed to improve customer experience and streamline call management.
Time-based routing directs calls based on the time of day to ensure optimal staffing during peak and off-peak hours. Contact centers can align their routing strategy with operational hours, seasonality, and scheduling demands.
Graphic showcasing various call routing options, such as intelligent call routing, priority-based routing, time-based routing, multi-channel routing, and auto attendants, designed to improve customer experience and streamline call management.
Multi-channel routing expands routing capabilities to include multiple communication channels such as text messages, chat, and social media. It allows agents to assist clients in their preferred channel.
Graphic showcasing various call routing options, such as intelligent call routing, priority-based routing, time-based routing, multi-channel routing, and auto attendants, designed to improve customer experience and streamline call management.
Auto attendants help automate the collection of caller information through menus, directing calls to the appropriate queue based on input. Auto attendants reduce transfer errors and save the caller and agent time.
Graphic showcasing various call routing options, such as intelligent call routing, priority-based routing, time-based routing, multi-channel routing, and auto attendants, designed to improve customer experience and streamline call management.
Graphic showcasing various call routing options, such as intelligent call routing, priority-based routing, time-based routing, multi-channel routing, and auto attendants, designed to improve customer experience and streamline call management.

Call routing software saves you and your customer's time

For Agents

Call routing software not only optimizes operations but also creates an environment for agents to thrive. With intelligent call routing, agents can focus on the calls they are best suited to handle. It eliminates the unnecessary call transfer between departments, reducing overall operational inefficiencies. A call routing software can also connect a caller to an agent knowledgeable about their past interactions. Agents can use multi-channel data for more informed and personalized client conversations.
An agent using call routing software to streamline incoming calls, reduce operational inefficiencies, and provide personalized customer support through multi-channel data.

Altre funzionalità

  • call_monitor

    Trasferimento di chiamata

    Trasferisci i chiamanti alla persona più appropriata senza rischiare di perderli.

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  • Composizione per nome

    Trova un interno in modo pratico grazie alla directory di composizione per nome.

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  • Connect

    Interni illimitati

    Fai in modo che diversi numeri interni facciano squillare la stessa linea e aggiungine anche degli altri per le sale conferenze.

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  • Avviso di chiamata

    Ricevi un avviso quando arriva un’altra chiamata mentre sei già impegnato in una conversazione.

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  • laptop_gear

    Chiamata in attesa

    Metti le chiamate in attesa mentre le trasferisci o cerchi una risposta.

    Scopri di più

  • flowchart

    Inoltro di chiamata

    Instrada le chiamate dirette a un interno verso qualsiasi cellulare, telefono fisso o collega.

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Domande frequenti

Sì, è possibile filtrare le chiamate in modo che vengano inoltrate direttamente nella tua segreteria telefonica. Puoi farlo scegliendo tra diverse opzioni, come le funzioni "sempre", "occupato", "failover" o "identificativo chiamante".

Soltanto gli amministratori hanno l’autorizzazione a modificare i filtri delle chiamate, ma possono concederla a qualsiasi utente o gruppo di utenti.

Certamente. Ad esempio, puoi impostare una linea telefonica affinché risponda alle chiamate dopo uno squillo, instradandole verso un operatore automatico che offra ai chiamanti una scelta di opzioni. Puoi configurare queste opzioni in modo da offrire ai tuoi clienti un’esperienza su misura.

I filtri delle chiamate in arrivo possono essere impiegati per vari scopi: ad esempio, puoi disfarti dei seccatori che ti assillano con comunicazioni commerciali indesiderate, riducendo al minimo il tempo che fanno sprecare al tuo team; oppure puoi personalizzare l’esperienza riservata a determinati clienti importanti.

Sì, puoi crearlo e applicarlo automaticamente in base all’ID del chiamante, offrendo così ai clienti importanti che chiamano il tuo numero aziendale un’esperienza personalizzata.

Seamless connections. Personalized services.

Get call routing services included in your Contact Center.

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