Most companies and call centers utilize a PBX or ACD system to rout calls to employees, agent groups, or departments by asking callers to input information such as an extension, the name of a department, or the reason why they are calling. PBX systems that employ auto attendant functionality are good at routing calls but do so without much intelligence and many times a caller ends up in the wrong agent queue or department. This leads to caller frustration and longer call handle times. That’s why many companies are looking to IVR to rout calls more intelligently by using empirical customer information. Because an IVR system can integrate with customer relationship databases, historical information about a caller’s past inquires such as buying habits and purchases can be used to rout calls to the right person who can manage their needs appropriately. IVR call routing solutions can be deployed via a hosted IVR platform or an onsite IVR system.
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