What Is Intelligent Routing?
In a contact center or call center, intelligent routing (or skills-based routing) refers to using automated call routing technology to direct inbound calls to agents with the best skills or expertise to resolve customer issues. Intelligent routing improves efficiency, leverages agent skill sets, and delivers a better customer experience. Intelligent routing may be used for phone, email, messaging, chat, and interactive voice response channels.
Benefits of Using Intelligent Routing
There are numerous benefits to intelligent routing:
Improves customer experience
Ensures customers get the right help
Drives call center efficiency
Improves first call resolution rates
![intelligent routing](/sites/default/files/styles/responsive_max/public/2024-05/Intelligent_Routing.jpg.webp?itok=93jX687d)