Best Call Routing Software

Best call routing software are Avaya, MyOperator, Exotel, and Badger Maps. These applications are used to read out the calls in the particular directions and ensure no caller has to deal with a wrong executive who can’t solve their problems.

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List of 20 Best Call Routing Software

Showing 1 - 20 of 27 products

Software by CallRail Inc.

CallRail call tracking software provides call analytics to data driven marketers so they can improve customer acquisition. Delivering intuitive self-service software to businesses that care about phone calls, CallRail enables smart marketers to know what makes their phone ring. Read CallRail Reviews

Software by OpenPhone Technologies Inc

OpenPhone is a fully-featured business phone software designed to serve SMEs, startups, Agencies, and Enterprises. OpenPhone provides end-to-end solutions designed for Web apps. This Business Phone System offers Call Monitoring, Mobile Access, Call Recording, Call Management, and IVR / Voice Recognition in one place. Read OpenPhone Reviews

Category Champions | 2024

Experience mobile-first cloud telephony

MyOperator is India's top cloud communication provider, with 10,000+ businesses like Amazon, Myntra, and Apollo using its offerings like Corporate Line, 360-degree Campaign Management, and Office IVR. Read MyOperator Reviews

Most Reviewed

Category Champions | 2024

Bitrix24 is one of the best CRM software which provides a platform to organize and track interaction with potential or existing clients, partners, agents and other contacts. It is a collaboration platform that's perfect for CRM. It has over 30 tools that will help your business grow and enjoy the work in a team. Read Bitrix24 Reviews

Category Champions | 2024

FreeCallTracking.ai is a powerful call tracking software to track all phone calls from digital & advertising platform with our call tracking, recording & monitoring solutions with real-time reporting, keyword-level-tracking, dynamic number insertion. Read FreeCallTracking AI Reviews

Category Champions | 2024

Telephony Solution for Growing business

SparkTG is a Cloud-based Contact Centre Solution provider, trusted by many scaling startups & growing organizations. Apart from giving an exceptional experience to callers, it helps in complete contact center tracking by real-time dashboards, reports & recording. Read SparkTG Reviews

Contenders | 2024

Remote-Ready Customer Communication Solutions Over

Exotel is Asia’s largest cloud communication platform, supporting 4k+ businesses across India & SEA through calls & SMS for sales & support teams. Deploy a reliable & scalable solution for businesses of any size within 30 minutes. Read Exotel Reviews

Ozonetel is an industry leader within the Customer Experience space. Ozonetel’s cloud telephony solution helps businesses manage all conversations across voice, chat, SMS, social media & WhatsApp in one place. Read Ozonetel CloudAgent Reviews

Contenders | 2024

Avaya build a better customer experience by Improving Contact Center Operations. It streamline contact center operations and increase agent productivity. Read Avaya Reviews

Contenders | 2024

Route Planner for field salespeople

Badger provides automatic territory management for Field Sales Reps by helping them take action on their customer data by visualizing it on a map. Reps use it to optimize schedules and routes to get more meetings and sales. Badger solves their daily problems in minutes rather than hours, and showing the best opportunities along the way. Read Badger Maps Reviews

Pay Per Call Tracking Software

Dialics is a cloud-based inbound call tracking software for professional Pay Per Call Marketers. It helps businesses to manage call attributions, recording and routing and helps measure campaigns performance and make better marketing decisions. Read Dialics Reviews

Highly Customizable Voice, Messaging, and Video

Thirdlane® Connect elevates team collaboration efficiency to new heights by seamlessly integrating various communication channels, including voice, messaging, video, and applications, fostering a unified and streamlined collaboration experience. Read Thirdlane Connect Reviews

Unified communications platform for businesses

Thirdlane Multi Tenant PBX presents an unmatched fusion of advanced PBX and Unified Communications features, boasting a cost-effective ownership model, straightforward usability, and unparalleled support. Read Thirdlane Multi Tenant PBX Reviews

Offers Get 15 % Off

Flexible and cost-effective Business Phone System

Thirdlane delivers an affordable business phone system that empowers communication across any organization. Their solution combines powerful VoIP technology with a full portfolio of collaboration tools, enabling teams to connect in meaningful ways that drive results. Read Thirdlane Business Phone System Reviews

Offers Get 15 % Off

High Performer | 2024

8x8 Virtual Office is best powerful and one of the most popular Collaboration software. It has team members can be more effective at working and information and updation will be anytime. That business will be able to move faster.   Read 8x8 Virtual Office Reviews

Emergents | 2024

Aircall is a best, simple and new generation cloud-based call center software. It is getting to toll-free numbers provides from your any area or country and easily craft greeting and leave of not-attendance messages. It is the ability to route calls according to CLID/ANI, DNIS, ISDN calling number.   Learn more about Aircall

Emergents | 2024

Flexible, Affordable, and Easy-to-Use Cloud Contac

AVOXI Genius is the first affordable cloud-based call center software platform to integrate with your contact center solution. With phone numbers in 170+ countries, easily manage your business communications from anywhere in the world. Learn more about AVOXI

Emergents | 2024

Software by boberdoo.com

Since 2001, boberdoo has been producing the most advanced lead distribution software on the market. Now, with It automated outbound marketing system, you have all the tools you need to take your lead business to the next level. Learn more about Boberdoo

High Performer | 2024

Software by ClickPoint Software

SalesExec is the advance solution for lead management. Specially designed for the sales company and call centers. Helps to close more leads in very less time. Accurately get leads flow with quantity and quality. Also, improves the sales efficiency and make an efficient lead conversion. Learn more about SalesExec

Emergents | 2024

Software by 1Call Division of AMTELCO

On-Call Scheduling is a fully featured Medical Practice Management Software designed to serve Startups, Enterprises. On-Call Scheduling provides end-to-end solutions designed for Web App. This online Medical Practice Management system offers Drag & Drop, Facility Scheduling, Physician Scheduling, Staff Scheduling at one place. Learn more about On-Call Scheduling

Customer service is a profit-generating operation in many fields. Almost every Fortune 500 size organization needs call centers that handle inbound and outbound calls from potential customers efficiently. Here, seamless communication is the prime reason for customer happiness and revenue generation. But, in reality, the entire operation is well handled by call routing software.

However, what is precisely a routing software? What does the process entail? This guide breaks down everything essential you need to know. From types and benefits to the latest trends, we have covered it all. Not only this, but we have listed features, pros and cons, and pricing as well for you to get started right away. Let us first begin by learning about call routing software.

What is Call Routing Software?

Call routing software is an integrated technology designed for companies to allocate incoming phone calls among the most suitable agents or departments. It serves as an intelligent control center, routing calls automatically given pre-set rules and criteria. However, what is the mechanism behind this technology? How does it work?

Call routing, often referred to as an Automatic Call Distribution (ACD) system, involves using caller input, pre-established rules, and routing strategies to determine caller intent. It works by directing callers with that information to appropriate queues and then routing those callers to the best available agent. So, if you are looking for the best call-routing software for 2024, keep scrolling down for more insights!

Types of Call Routing Software

There are many types of call routing solutions, and each of them carries its own advantages and uses. But these three types hold more value in business. So, why not learn about each type with features and pricing in detail??

  1. ACD-based call routing

    This is the type that most people are exposed to when making an attempt at reaching an organization, a kind of which call placers don’t like. In the basic ACD-based call routing system, calls are queued to wait for the next agent. Hence, this translates to an incredibly lengthy waiting period.

  2. Skills-based call routing

    Skill-based call routing or distribution assigns customers to the most relevant agents to handle their concerns. In other words, French-speaking customers are sent to agents who speak French or are native French speakers. Thus promoting ease of communication with them. This is one of the reasons for hiring multi-linguist agents.

  3. Priority-based call routing

    Priority call routing is more of an enterprise feature. In this way, certain calls are prioritized above calls in a queue. When a call is tagged as” VIP, “ it will be directly placed ahead of any other non-VIP calls in the queue. For example, managers and above of a particular company are entitled to be VIPs to agents.

Benefits of Call Routing Solutions

Each industry has different demands and priorities. For example, eCommerce and hospitals require a high capacity of calls while others may not. Nonetheless, the call routing platform satisfies every scale of business needs.

  1. Improved customer experience (CX)

    This is one of the crucial features that make call routing software special. It helps customers interact with the appropriate agent for issues. This leads to quicker resolution times and increase customer satisfaction. Routing systems not only reduce transferring calls between agents but also reduce customer frustration.

  2. Reduced waiting time

    Businesses with high call volumes should opt for call routing software. It intelligently distributes calls to available agents and manages the call volume more efficiently than other tools. Furthermore, it reduces wait times and improves workload balance. As a result, reduced hold times are deemed to increase customer satisfaction.

  3. Improves workforce management

    On-site or remote workforce both are fully supported by call routing software because the system can route calls regardless of their location. At the same time, it enables the smooth operation of customer support. Also, it supports high-level interoperability within the database. Additionally, it maintains consistency throughout the call.

  4. Reduces cost-per-interaction

    Efficient routing of calls takes lower operational costs comparatively. They reduce hold times and establish efficient use of call center agents. Furthermore, it utilizes fewer resources and is affordable in the long run. As a consequence, multiple calls per agent account for resource optimization.

  5. Provides 24/7 service availability

    A call routing system prioritizes answering calls around the clock. Depending on the time of call, they are redirected to agents in different time zones and automated systems. By all means, they provide 24/7 service to customers. Large companies also follow this strategy by covering three shifts per day from agents.

  6. Enables call-routing strategies

    To enable well-managed performance across the system, this routing work utilizes call-routing strategies. They are direct routing, IVR routing, geographic call routing, etc. It guarantees customer interaction with speed, high quality, and minimum delay. Based on the current needs, companies can also change their respective strategies.

Features of Call Routing Software

Even the most extensive organizations go out of business if they lose customers, so customer experience (CX) is one of the top priorities of call routing software. As a result, the software works in full swing to improve customer service with the following means:

  1. Automatic call distribution (ACD)

    Automatic Call Distribution is a menu for users to choose their preferred option. Accordingly, it routes calls automatically to the right agents. Generally, if a customer calls about a product, it’s either for the sales representative or repair service. As a result, the call is directed to the appropriate department as per their choice.

  2. Customized call routing

    All incoming phone calls are sent to the contact routing software engine before reaching the agent. As a result, this customized feature may send routing to idle agents, routing to auto attendants or a specific department, and many more. Moreover, the process is done within seconds to ensure an efficient call-forwarding.

  3. Call queuing

    A call queue system software manages incoming calls by placing them in a queue until an available agent takes upon them. Call centers take special care in monitoring call queue analytics and queue call logs. Setting KPIs and first-call resolution will help in tracking and optimizing the performance. Besides, short-call queuing is the ideal goal.

  4. Time-based routing

    This is one of the main features of call routing options. With time-based routing, companies can provide continuous service during and after business hours. It additionally allows customizing call flow to reduce the rate of missed calls. Even scheduling calls during leisure days like Sundays is beneficial for the company.

  5. Call recording

    Here, call recording means the process of recording audio and screen activity associated with phone calls. As a result, call routing software enables recording every inbound and outbound call automatically for future business requirements. Business owners can thus access, delete, or generate a transcription from digital files.

  6. Reporting and analytics

    It keeps track of collected contact data and empowers the operations with phone call routing software. To simplify the large data, they are organized in tables and graphs. Furthermore, the company analyzes the data to collect valuable insights and performance quo. This final analysis is presented to respective stakeholders leveraging the capabilities of Data and Analytics services.

How to Choose the Right Call Routing Solution?

The choice of the right call routing system carries significant importance for your business success. As a result, it is important to consider both present needs and future objectives. Additionally, the size of the business and the level of customization are equally important factors in opting for the right solution.

  1. Easy setup

    The phone routing software solution should prompt for an easy setup. While quickly adjusting call routing criteria based on real-time demands. Both growing and enterprise-level businesses should benefit from a smooth call setup system. As they significantly reduce customer hold times.

  2. Integration capability

    The call routing software should be capable enough to integrate with other essential business systems. For example, CRM and marketing tools are integrated into eCommerce call centers. They allow a seamless data flow and enhance the interactions and customer responses. So, this capability is necessary in the long run of routing.

  3. Scalability

    Scalability is one of the management features. As the company grows, the call volume and communication needs may increase or decrease. So, we require a system that allows flexible growth of functionalities without any additional costs or upgrades. The best example is toll-free numbers used by sales teams and marketing campaigns.

  4. Reliable customer support

    Reliable customer support teams from your company or outsourcing provider act as lifesavers. Whenever the call routing software incurs any issue, customer support should provide help 27/7. The support squad should minimize the disruption quickly and maintain quality service to customers.

Challenges in Phone Routing Software

When customers have a problem, they address the call center for assistance. However, the challenges faced by call centers are multifaceted and significantly impact customer satisfaction. Some of such challenges of call routing software are:

  1. Accuracy

    Hitting moderate target levels and satisfying customers are the biggest problems with call centers. Sometimes they are not polite, have a poor level of service, long wait times, and many more. These issues directly target the accuracy of service.

    Henceforth, it leads to frustration and dissatisfaction, which can be avoided by opting for cloud-based routing calls and CRM integration. Defining clear and relevant KPIs will also increase satisfaction scores.

  2. Agent availability and skills

    Sending customers to long queues leads to hanging up and potentially sending it to peer businesses. Agents should avoid this by using efficient call routing software. In the absence of an agent, it should serve with automated voicemail.

    Additionally, agents with poor training skills are no less than a threat. So, providing short crash classes and training sessions is necessary. Also, a reward and recognition program will boost their morale.

  3. Dynamic customer context

    Call centers cater to diverse customer bases but find themselves navigating a dynamic landscape and cultural differences. Which directly affects the communication. These language and cultural barriers are not just challenges.

    They are opportunities for the business to project its commitment to exceptional customer service. Agents have cultural sensitivity training to treat customers with respect.

Latest Trends in Call Routing Software

As per a report by Research and Markets, the global call center market is expected to increase by $494.7 in 2030. The growth trajectory increases due to the immense scope of opportunities for innovation in customer service. These are some future trends to look out for :

  1. AI-powered routing

    AI integration has become an important tool in call centers. It offers various benefits, from improving call routing software to providing real-time response. The industry forecasts a growth of $2.8 billion by 2024. This trend paves the way for customer-oriented and completely digitized call center operations.

  2. Personalization and contextual routing

    Pairing customers with the right agent is a common function of call centers. With good routing rules, it applies a complex “match-making” process for every call. Additionally, it allows customers to request specific agents while prioritized in the queue. As a result, positive reviews will skyrocket.

  3. Location-based routing

    Even before the pandemic, companies incurred cost savings, employee flexibility, and efficiency gained through remote and cloud-based call routing services. The calls can be tailored by routing the caller to an agent with shared local expertise. Moreover, it develops an automatic ability to trace the originated call and connect to the necessary agent.

  4. Omnichannel routing

    Omnichannel communication holds paramount value among others. It distinguishes proactive brands from reactive competitors. Moreover, it allows customers to interact across multiple touchpoints. To tackle the peer competition in call routing software, this advanced technology is a must-have strategy.

Conclusion

Readers should understand that call routing software is more than just directing phone calls to an agent. It analyzes average wait times, call abandonment rates, and peak call hours to identify patterns and areas of improvement. Further, it boosts customer service and reduces company workload and customer frustration on the same scale. With new cutting-edge technologies, this software will only evolve for better results.

FAQs

VoIP, or Voice over Internet Protocol, is a method of communication over the Internet. This technology is very cost-efficient and quick compared to traditional telephone lines. Additionally, VoIP routing is flexible, and calls can be made worldwide with internet access. Examples are Skype, Facebook, Google Meet, etc.

Yes, it helps agents perform way better than manual dialing. Call routing software technology is crucial for successful yet personalized customer service. The entire routing process happens in seconds with a user-friendly interface. Also, call agents with certain expertise can deal with those issues themselves, improving the brand value.

It’s more difficult to implement intelligent routing than traditional ones. Because they require a higher initial investment and agents with high knowledge of new technology, they also demand quick calls for efficient queuing. But opting for a cloud-based solution or VoIP call routing software is comparatively simple: installing an app.

Call forwarding is a set of commands that ensure calls are forwarded to another number automatically or sent to voicemail. Whereas in call routing, the caller is put on hold till the right person is reached. Also, the call is placed in the queue till the task is attainted.

Last Updated: January 02, 2024