Data-directed call routing

Definition

What is data-directed call routing?

Data-directed call routing, also known as intelligent routing, is a call center routing strategy that recognizes a caller by phone number, CRM help desk profile, or account number.

The call is then routed to the most suitable agent based on the parameters in their profile.

With data-directed call routing, a caller’s number is used to access their user account, which is helpful to select how the call should be directed.

Data-directed call routing reduces caller wait times, reduces the danger of routing a caller to an agent with limited problem-solving skills, and eliminates the possibility of a caller selecting the wrong IVR prompt.

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What is data-directed call routing?

Purpose of data directed call routing

The primary purpose of data-directed call routing is to evaluate data in company databases and use it to determine how incoming customer calls should be routed.

The data-directed call routing strategy in call routing management dramatically improves the customer experience. The only drawback of this strategy is that it presupposes a lot of information about a company’s clients, sometimes leading to more friction than happiness.

Organizations now incorporate intelligence to assist in making data-directed call routing decisions concerning consumer calls depending on their present situation.

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