Automated Intelligent Call Routing Service

WHAT IS SMART CALL ROUTING SYSTEM?

Smart call routing indicates that callers are quickly connected to the departments and subject-matter experts who can assist them in resolving their problems. The functionality of Dialics allows users to set destinations and connect them to the departments of a hosting company. The process is designed with the help of an interactive voice response system (IVR). Depending on the query they have, a caller is instructed to select an option and click a phone button. This will connect the caller to a knowledgeable expert or virtual assistant who may, for instance, schedule an appointment or instantly inform them of their card's balance.

BENEFITS OF USING INTELLIGENT CALL ROUTING

Customer satisfaction

IVR allows clients to quickly deal with their requests in any preferred way. By selecting relevant options, callers minimize time on-hold. The options of a real-talk and a call-back request are included in the IVR menu for the convenience of callers.

Costs reduction

A virtual assistant is capable of taking several responsibilities and does not require a salary. Therefore, a well-designed IVR menu enables companies to increase their performance with a small investment.

High conversion rates

Satisfied customers are more likely to place an order. If they receive competent help on the phone, they will trust the company. All the calls are kept in the call log, ensuring not a single lead is missed. Therefore, conversion rates are steadily rising.

How does intelligent routing work?

A caller hears a recorded voice that offers to make a certain choice depending on the department the caller wants to connect to or the type of service they wish to receive. After hearing a desirable option, the caller taps an appropriate number on the phone (sometimes it may be done through a voice command). Each choice results in either a specific automatic action or a direct link to an expert. As a result, certain procedures are automated, and the team is prepared for interactions since they are aware of the kind of requests they will be handling.