Call Routing

Automatically transfer callers to designated agents and departments

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Send Callers to the Right Place?

The call routing service allows you to automatically sort incoming phone calls into organized queues according to customer needs. Callers are directed to unlimited call groups sorted according to the routing logic you set.

Create routing rules to forward customers to the appropriate agents and departments. Phone routing can be based on agent expertise, availability, time zone, or language preference. As customers are forwarded to agents with the required skills, issues are resolved more quickly and efficiently.

Voximplant call routing can track the status of agents in your system and monitor performance. Enhance the productivity of your call center and build the ideal customer experience.

Features

Advanced call routing

Custom the routing system logic to triage inbound call flow and handle the most important calls first

Smart IVR integration

Manage personalized greetings and distribute callers to queues more efficiently. Set up your voicemail so no calls are missed even during time off

ACD module

Track agent statuses to gauge your call center’s productivity and use graphic dashboards to manage the wait time

Setting Up Call Routing

Below are five simple steps to create a call routing solution:

Create an account

Register on the Voximplant platform and buy a virtual number. Customers will use it to contact you. Keep it simple and easy to remember.

Create your workspace

Add users to your workspace and specify their roles. Create an application as explained in our tutorial.

Create a queue

Go to your application and click ‘Create Queue.’ Create a queue scenario with the following code and attach users.

Create a scenario

Switch to ‘Scenarios’ and create a new scenario. Call it ‘ACD’ and save.

Create an answering rule

Open ‘Routing’ and click ‘New Rule’. Enter your phone number and choose the ACD scenario from the list.

The Voximplant Advantage

24 / 7

Call automation

for every time zone

30

Minutes

to build a simple call center

99.99%

System uptime

is maintained

Don’t Waste Customers’ Time

Before Voximplant

  • Customers waste time switching between agents
  • Agents receive calls beyond their expertise
  • Low call resolution rate

With Voximplant

  • Faster response to business calls
  • Enhanced agent productivity
  • Reduced call handling time

Our clients

"Sometimes we’ve only got minutes to get to an airport urgently or organize the transportation of a large team to a corporate event. Our team solves these problems every day around the globe and therefore, efficient and organized communication between carriers and passengers is one of our priorities. With Voximplant, our team was able to quickly implement a solution that allowed us to organize outgoing and incoming communication flows and minimize the waiting time for customers. We also appreciated the flexibility of Voximplant as we got a tailor-made solution that works for our operators and business needs."

Alexander Sapov
Alexander Sapov CEO, GetTransfer.com

Improve your Caller Experience

Implement call queuing into your business today!

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