Call Routing

Call center call routing is the process of directing incoming calls to the most appropriate agent or department within a call center based on predetermined criteria. It ensures that callers are efficiently connected to the right resource to address their inquiries, issues, or needs. Call center call routing systems utilize various techniques, such as interactive voice response (IVR), automatic call distribution (ACD), skills-based routing, and priority routing, to optimize call handling and enhance the customer experience.