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What is Intelligent Call Routing?


The optimisation of call distribution plays a vital role in ensuring customer satisfaction and operational success in today’s dynamic call centres. Traditional call routing systems, reliant on DTMF menu options, often place the burden on callers to navigate complex menus to find the right department. This cumbersome process leads to frustration, misdirected calls, and an overall negative impact on customer satisfaction. Enter Intelligent Call Routing (ICR), a transformative solution that addresses these challenges and revolutionizes the way calls are managed.

What is Intelligent Call Routing?

At its core, Intelligent Call Routing is an advanced Interactive Voice Response (IVR) system designed to eliminate the complexities associated with traditional call routing. Unlike its predecessors, ICR simplifies the interaction by posing a straightforward question to the caller: "How can we help?" It then leverages state-of-the-art technologies, including Artificial Intelligence (AI) and machine learning algorithms, to analyse customer input and seamlessly direct the call to the most suitable outcome.

The Adaptive and Dynamic Nature of ICR

One of the key distinctions of ICR lies in its adaptive and dynamic nature. Unlike traditional systems that rely solely on customer input during the call, ICR takes a holistic approach. Automated ICR routing decisions incorporate additional factors, such as a customer's call history, account status, issue priority level, and even the customer's personality. This multifaceted approach ensures a more personalized and efficient call routing experience, aligning with the evolving expectations of today's consumers.


How Does Intelligent Call Routing Work?

Data Processing

ICR's effectiveness hinges on its ability to process a diverse range of caller inputs. This input encompasses everything from the nature of the query to unique account details. The IVR system processes this data to automatically identify the caller's reason for the call (caller intent) before determining the optimal routing option. The sophistication of the IVR system in capturing caller input directly correlates with the precision of the ICR, prompting many call centre's to shift from DTMF menus to AI-powered speech recognition technology.

Maximizing Automated Resolution Processes

ICR empowers call centre's to proactively reduce the number of calls reaching live agents by employing features like voice banners and self-serve options. By gaining a deep understanding of the true nature of a call, ICR directs customers to specific relevant information, significantly enhancing the efficiency of the resolution process. This includes providing information on product notices, delivery backlogs, or the opening hours of a specific store.

Sharing Data with Live Agents

Once ICR automatically captures and processes customer information, it goes a step further by sharing this valuable data with live agents. This includes customer verbatim, call type, and links to customer records, enabling agents to expedite resolutions and reduce Average Handle Time (AHT). The seamless transfer of information streamlines the interaction, providing a more satisfying customer experience.

Call Data Analytics

Beyond traditional call routing systems, ICR stands out by capturing and analysing a more extensive set of data. This data encompasses key metrics such as call volumes, duration, common call types, waiting times, and speed of resolutions. Armed with this wealth of information, call centre managers gain valuable insights, allowing them to adjust call flows, implement targeted banners, introduce new self-service options, and address weaknesses in agent training.

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Benefits of Intelligent Call Routing

1. Reduced Waiting Times

Accurate call distribution across agent teams minimizes waiting times for customers. With ICR, there is less backlog of calls waiting for generalist agents, as callers are directed to the most appropriate option from the start. The result is a streamlined and efficient customer experience.

2. Time and Cost Efficiency

ICR's ability to connect calls with the most suitable agents significantly reduces time wastage. This not only benefits customers by minimizing the need to explain their queries repeatedly but also leads to substantial cost savings in operational resources.

3. Improved Personalisation and Customer Satisfaction

Matching callers to the right agent from the outset, coupled with providing agents with pre-call information, results in faster and more seamless resolutions. ICR ensures that specific queries are directed to agents with specialized knowledge, enhancing overall customer satisfaction and loyalty.


Intelligent Call Routing & AI

Enhancing ICR with AI-Powered Speech Recognition

The quality of data available to the ICR system is crucial for its effectiveness. By seamlessly integrating AI-powered speech recognition technology into IVR, businesses can glean deeper insights from callers using natural conversational language. This strategic integration not only improves the customer service experience but also allows the system to ask further questions for increased data capture and better recognition of nuances in caller intent.


Does My Business Need Intelligent Call Routing?

To determine if your business could benefit from ICR, it's essential to assess factors such as the complexity of call handling, the volume of incoming calls, and the desire for improved customer satisfaction. Businesses dealing with diverse customer needs and high call volumes are likely to experience significant advantages from implementing ICR.

As a leading innovator in call centre solutions, MaxContact offers cutting-edge Intelligent Call Routing solutions designed to streamline call distribution, reduce waiting times, and enhance overall customer satisfaction. By integrating advanced technologies like AI and machine learning, MaxContact's ICR solutions empower businesses to optimize operational efficiency and deliver a superior customer experience.

In conclusion, Intelligent Call Routing represents a transformative shift in the call centre landscape. By leveraging advanced technologies and data-driven insights, businesses can enhance their operational efficiency, reduce costs, and, most importantly, provide an exceptional customer experience. As the demand for personalized and efficient service continues to grow, Intelligent Call Routing stands at the forefront, shaping the future of call centre solutions. Its ability to adapt, learn, and evolve positions ICR as an indispensable tool for businesses committed to delivering unparalleled customer service.

Contact us today to discover how MaxContact can improve your call routing. 



John Burnett
Post by John Burnett
John is the Operations Manager at MaxContact Australia and has become an integral part of the business. John works with a thorough approach and leaves no stone unturned. His passion is customer onboarding, major project work and integration. John’s temperament and attention to detail is critical to ensuring smooth operations for MaxContact Australia’s customers.