Intelligent Routing

Intelligent Routing, also known as Smart Routing or Dynamic Routing, is a technology that uses advanced algorithms and data analysis techniques to optimize the routing of customer inquiries, requests, or transactions to the most appropriate resource or destination within an organization. Intelligent Routing systems consider various factors, such as customer preferences, agent skills, workload, channel availability, and business rules, to ensure that each interaction is directed to the most qualified and available resource in real-time. By intelligently routing inquiries, organizations can improve customer satisfaction, increase efficiency, and maximize the effectiveness of their customer service operations.