Our Advanced Call Routing solutions consider not only the agent’s skills in routing a call, but the customer’s profile as well. With the use of interactive voice response (IVR) technology, one can obtain key customer information which is used to query a database for further details. This information can then be used for routing the call to the appropriate agent. 

Routing calls based on customer profile, contact history (reasons for previous calls) and IVR navigation allows a company to be proactive in meeting customer requirements and expectations, to increase service levels while decreasing wait time, and to use real-time statistics to aid in routing the call - all of which can lead to increased profitability.