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What is call routing and how does it work?

Call routing or Automatic Call Distribution (ACD) is a call management feature in business phone systems and contact center software. It allows organizations to automatically answer incoming calls, place them in a queue, and direct each call to the right agent or department based on pre-established rules.

Call routing happens after an incoming call has reached your phone system and before an agent/department answers the call. It works hand in hand with auto attendants and IVR systems. The process involves the following steps:

  • Incoming calls reach your phone system.
  • The IVR/auto-respondent receives them and asks automated questions to get customer input.
  • The call routing software uses these inputs to queue calls based on priority, call history, request type, and others.
  • It then directs calls to the appropriate agent/department based on pre-established criteria, such as agent skills, agent availability, language preference, time of day, waiting time, etc.

Discover Smarter Call Routing Software

Boost your inbound call center performance with Ringover’s advanced call routing software solution. Ringover’s VoIP cloud contact center solution enables you to be at the ready and respond to fluctuating inbound call volumes, as well as direct specific call types to the right agents.

With Ringover’s call routing software, you can implement and launch a successful inbound customer contact center within a matter of minutes. Add new users and new lines without a hassle, all from your own laptop, smart phone or tablet. The benefits of adding Ringover’s call management software solution to your business strategy are numerous, including increased productivity and customer satisfaction.

A friendly and flexible cloud phone system for your company’s everyday needs
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  • Unlimited calls to 110 destinations
  • Local number from 43 countries
  • Mobile, web, and desktop applications
  • IVR and call forwarding
  • Call logs and recordings
  • Call and voicemail transcription
  • Click-to-call
  • Video conference, instant messaging
  • Access to our API
A 100% integrated cloud solution that empowers team management and support
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All SMART features, plus:
  • Local number from 65 countries
  • Advanced IVR (smart routing, call groups, call queues…)
  • 2 integrations
  • Advanced analytics
  • Coaching (double listening, whispering…)
  • Access to our webhooks
Advanced communication and productivity features to boost your business
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All BUSINESS features, plus:
  • Call campaigns
  • Power Dialer
  • Call scripts
  • Voicemail drop
  • Local Presence Dialing
  • 3 integrations
  • Single Sign-On

Run a Successful Call Center with Ringover’s Call Routing Software

Explore the numerous benefits of Ringover’s inbound call routing software, including but not limited to:

  • Priority queueing of your VIP callers
  • Defining open business hours when your lines receive calls
  • A toll-free number for your customers to reach you at no charge
  • Intelligent routing of calls to specific agents based on criteria

Combining all of the capabilities of Ringover’s inbound call routing software provides you with the ability to smoothly run your cloud contact center, leaving you with more time to focus on running other aspects of your business. Rest assured, knowing your customers’ needs are being addressed with the effectiveness of Ringover’s VoIP service and its offerings.

Empower Your Agents with Access to Essential Customer Support Tools

Jumping between different software applications whilst handling a customer inquiry can be time-consuming and costly in the end. With Ringover, your agents can enjoy direct access to the CRM tools they need, all from within the same interface. No more jumping from screen to screen to obtain needed information.

You can easily import your existing CRM software into the Ringover platform and grant access to needed tools, and enabling your agents to place and receive calls all whilst accessing client file information and taking needed actions with ease.

Provide Customers with a Seamless Call Experience

There are many aspects to a well-run and effective inbound customer service center. The behind-the-scenes setup is essential to creating a seamless customer experience when connecting with your agents. Ringover provides you with the key functionalities for establishing successful call routing and handling patterns:

  • Queueing and routing based on priority, history, or type of request
  • Real-time access to customer data during customer calls
  • Automated call tasks such as note taking and call logging

These tools and capabilities are vital to a well-functioning inbound call center. You will have the ability to equip your agents with the tools they need, whilst routing calls efficiently to the proper groups and agents, and increase productivity and customer satisfaction with Ringover’s call routing software.

Monitor and Coach Your Agents with Ringover’s Call Routing Software

Coaching your agents is highly important when it comes to improving both customer satisfaction levels, as well as the happiness and performance of your agents. Included in Ringover’s call routing software, is the ability to monitor and record calls, providing you with the ability to find coaching opportunities with your agents.

Feel confident in knowing how calls are being handled and have the information you need, to provide both positive feedback and constructive coaching. Ringover’s solution also includes the ability to join calls when needed, provide tips, and answer questions when your agents need assistance.

Discover the Power of Ringover’s Inbound Call Center Software

See the benefits of Ringover’s call routing software for yourself, with a free trial starting today. Just a few clicks and you’ll be on your way to improved business performance and client satisfaction.

Ringover is easy to set up and manage, leaving you with more time to run your business. Your agents will have what they need to successfully perform their jobs remotely, and you’ll have a finger on the pulse of your inbound call performance. Discover the power of Ringover with just a few clicks and see the benefits first-hand, starting today.

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Our customers’ feedback

Overall Rating

4.9/5 281 reviews Based on 281 reviews.
This average is drawn from ratings of customers who have used any of the cloud communication services offered by Ringover.

Jennifer M.

14 apr 2023

My experience is very positive, I recommend this application to any structure and company wishing to implement a fun and practical tool for global and professional telephony.

Ratiba Z.

14 apr 2023

The call recordings, the ease of management.

Lauren W.

18 apr 2023

The tool is both functional and intuitive.

Christophe B.

18 apr 2023

Quick to listen to the customer!

Nicolas T.

24 apr 2023

The Ringover phone application stands out for its impressive efficiency. Its dialer is particularly notable for its ease of use and high reliability.
In addition to these features, the application offers a complete call list, a fast call forwarding function, a powerful switchboard and the ability to send SMS and quick text messages. It also has an internal chat function, a powerdialer (automatic call) as well as external messengers such as messenger, WhatsApp, Instagram, mail and Google avis. All of these features make Ringover an extremely complete and highly reliable application.

Call Routing Software FAQ

  • How does call routing software help my business?
  • What is an inbound call center?
  • Can call routing software help call center agents perform better?
  • Is it difficult to implement call routing software?
  • How can I improve my inbound call center performance?
  • What is call routing in VoIP?
  • What is a call routing issue?
  • How do you route a phone call?

How does call routing software help my business?

Call routing software is designed to help you manage and direct inbound customers who contact your service call center, improving the flow of customer call interactions. Inbound call routing has the ability to queue inbound calls based on multiple characteristics, such as priority calling, call history, request type, and more. You can manage inbound call flow based on volume, time of day, and agent availability, lessening wait times and transfers for your customers. Your business will have the ability to address customer inquiries efficiently and smoothly.

What is an inbound call center?

An inbound call center receives and assists with inbound calls from customers. Inbound call centers are typically set up to address questions or concerns from customers, hence they are often managed and monitored to ensure customers are being efficiently assisted with their inquiries. Outbound call centers function in the reverse fashion, placing calls out to existing or potential customers.

Can call routing software help call center agents perform better?

Yes, inbound call routing software provides multiple benefits to agents, including direct access to the tools they need to update client information and perform actions whilst on a call, including call conferencing and transfer abilities.

Call routing software also provides call monitoring and recording, allowing you to provide helpful feedback and conduct invaluable training with your agents. Pairing inbound call routing software with your outbound auto dialer or predictive dialer helps you establish an effective balance of incoming and outgoing calls for ultimate customer contact center performance.

Is it difficult to implement call routing software?

The setup of VoIP call routing software typically isn’t cumbersome or difficult. Since the VoIP technology is cloud-based, there is no need to buy or setup heavy equipment. You only need a well-performing internet service to begin setting up your access and settings. Once you sign up, you will have the ability to immediately add new users, establish lines and set up your call routing preferences.

How can I improve my inbound call center performance?

There are steps you can take to improve the overall performance of your inbound contact center, as well as the satisfaction of your agents. Inbound call routing software helps you empower your agents with the tools they need to perform their job well, in addition to providing them with essential feedback and training. Choosing the right inbound call routing software also gives you the ability to effectively and efficiently direct incoming calls to the agents who can best assist them and in a timely manner.

What is call routing in VoIP?

In VoIP phone systems, call routing is a feature for managing inbound customer calls. Typically, it works alongside other call management features in the phone system, such as Interactive Voice Response (IVR) and auto attendants.

It uses inputs customers provide while interacting with your IVR/auto-attendant to queue calls and distribute them to agents and departments based on pre-established criteria. VoIP systems allow you to distribute calls based on several rules, such as agent skills, availability, time of day, etc. Thus, customers can talk to the right agent or department without having to call multiple lines or extensions.

Call routing software comes as part of the business plans of VoIP service providers. You need not purchase the software separately - subscribe to a calling plan that includes call routing, activate the feature, and set up the rules and criteria as per instructions, and you are all set to go.

What is a call routing issue?

A call routing issue happens when incoming customer calls do not reach the appropriate agent/department because of technical or configuration errors. Some of the common problems are:

  • Even though agents are available, the system doesn’t show them as available.
  • The system queues incoming calls, but agents cannot accept calls.
  • The system does not distribute incoming calls evenly or based on the criteria you established.
  • Calls go directly to voicemails even when agents are available to answer calls.
  • Agents receive an error message when they try to accept a routed call.
  • Agents/departments receive wrong calls or calls meant for other agents/departments.

When you face such issues, you must first check your configuration and settings. Call routing systems often have troubleshooting facilities to detect and rectify common problems. Alternatively, you can get in touch with the customer support team of your phone system provider for help.

How do you route a phone call?

You can route a phone call using a call routing system. Since call routing is a feature in business phone solutions and outbound/ inbound call center software, the first step is to create an account with a VoIP service provider. Make sure that the plan you choose has call routing.

Once you have an account, activate the feature and set up your call routing rules according to the instructions in your phone system. You can establish criteria based on user prompts, call attributes, or agent characteristics – department requested by callers, call history, call volume, language preferences, time of day, location, agent availability, skills of agents, etc.

Once configured, the call routing system will collect caller input from your IVR or auto attendants and use it to distribute calls to agents or departments based on the criteria you established earlier. It is an advanced feature that allows you to manage large volumes of inbound calls by distributing them to the appropriate department/agent for faster resolution.

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