Route Calls to the Right Team. Every Time.
Misrouted calls cost you twice: the caller waits, then gets transferred and waits again. Proper IVR routing sends every call to the correct department, agent, or queue on the first attempt.
The Problem
Where Call Routing Breaks Down
Most routing problems aren't about the technology. They're about the logic never being set up properly in the first place.
Callers reach the wrong department
Press 1 for sales, press 2 for support. But half the callers press the wrong option and get transferred manually. Each transfer adds 2 to 3 minutes of handle time.
No time-based routing
Calls that come in after hours ring out or go to a generic voicemail. Nobody checks that voicemail until the next morning. The customer has already called a competitor.
Overflow calls have nowhere to go
When the support queue is full, callers either wait on hold for 20+ minutes or hang up. No fallback routing to another team, mobile, or voicemail.
Routing rules can't be changed without IT
Adding a new queue or changing the menu options requires a ticket. Campaign routing for seasonal volume? You needed that set up last week, not next sprint.
The Solution
Routing That Matches How Your Team Works
Configure call routing rules by department, time, caller input, priority, or any combination. Change them anytime without IT.
Department-Based Routing
- Route callers to sales, support, billing, or any custom department
- Multi-level IVR menus for complex organisations
- Direct-to-agent routing for VIP or priority callers
Time-Based Routing Rules
- Different routing for business hours, after hours, weekends, and holidays
- Automatic switch between day and night flows at configured times
- Holiday calendar support with custom routing per date
Skills-Based Queue Distribution
- Match callers to agents based on skill, language, or product expertise
- Round-robin, longest-idle, or priority-weighted distribution
- Overflow to secondary queues when primary queue exceeds threshold
Routing Performance Analytics
- Track first-call routing accuracy: how many callers reach the right team first try
- Measure transfer rates, queue wait times, and abandonment by routing path
- Identify which menu options cause the most misroutes
Basic Routing vs. Intelligent Routing
The Old Way
- Flat menu with options that don't match caller intent
- Same routing 24/7, no after-hours logic
- Queue full? Caller waits or hangs up
- Routing changes require a developer or vendor ticket
- No visibility into where callers drop off
With Our Platform
- Multi-level menus with department, skill, and priority routing
- Time-based rules that change routing by hour, day, or holiday
- Overflow routing to backup teams, mobile, or voicemail
- Operations team updates routing rules in minutes
- Analytics showing misroute rates and abandonment by path
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