Route calls as you like - IVR, ACD, attribute or behaviour-based, AI, & more
Streamlined & efficient customer experience management
Highly configurable to facilitate an optimal customer journey
Even more advanced call flow management solutions!
Call Routing Software That Works For You. Focus on Delivering an Outstanding Customer Experience
IVR call routing offers automated pathways to customer satisfaction
Streamlined email routing: Integrate with Google, Outlook, Teams, & more
Enable more efficient CRM & resource management with ACD call routing
SIP trunking: Seamless delivery of calls to your local equipment
Route your contact centre comms more efficiently
for less than you might expect
Determine Your Flow – This is Routing, Done Your Way
That’s exactly why we offer flexible routing options to harmonise with your core metrics and KPIs. From traditional IVR and ACD call routing, to email and attribute-based routing, our software can handle it all.
And the configurability doesn’t stop there. With AI-enabled and behaviour-based routing, you can ensure your users’ phone calls are directed to the right agent at the right time – both now, and in the future.
What’s more, our data-driven call routing system also allows for real-time adjustments to improve efficiency and customer satisfaction. Choose your own contact flow, optimise customer experience, and provide streamlined pathways to customer satisfaction.
Call Routing Software Built For the Future
With our VCC, we’re always looking ahead to what’s next in customer experience technology.
For instance, our cloud-based software offers SIP trunking as a cutting-edge way of routing inbound calls. Or, via seamless email routing and integrations with Google, Outlook and Teams (along with other providers), you can offer an optimally-efficient route to customer satisfaction.
Next-gen contact routing is backed by data, so you can make real-time adjustments and measure how effectively you manage incoming and outgoing calls.
That’s why our partners trust in our VCC: to future-proof customer experience management, offer excellence at all touchpoints, and stay ahead of the curve.
Contact & call routing software to harmonise
with your business goals.
Digital Integrations Aren’t All the
VCC Has to Offer.
Contact & Call Routing Software: FAQs
What is efficient call routing, & why is it important for virtual contact centres?
Efficient call routing is the process of directing incoming calls to the right agent, based on customers’ needs and preferences. It’s important for contact centres because it can enhance the customer experience, reduce wait times, and improve customer satisfaction.
Efficient call routing ensures that customers are matched with the agent best suited to help them, resulting in a smoother customer journey and better customer feedback.
What are the benefits of using efficient call routing for virtual contact centres?
Using our VCC to unlock efficient call routing can lead to many benefits for virtual contact centres. It can:
- Increase customer satisfaction
- Reduce wait times
- Improve the customer journey
Efficient call routing ensures that the right agent is handling each customer query, resulting in a higher likelihood of first-contact resolution.
It also leads to better use of agent time and resources, improving overall efficiency and cost-effectiveness.
What is IVR call routing & ACD call routing?
IVR call routing, or interactive voice response, is a technology that enables callers to interact with a computerised voice system, directing their call to the appropriate agent or department.
ACD call routing, or automatic call distribution, is a system that routes calls to the next available agent based on factors such as their skills, availability, and call priority.
Both IVR and ACD call routing are essential components of efficient call routing and can significantly enhance the customer experience.
What is email routing?
Email routing is the process of directing incoming customer emails to the right agent or team. It’s a key component of omnichannel customer experience management, ensuring that customer emails are addressed through the most appropriate channel.
Email routing software can automatically assign emails to agents based on their skills, availability, and workload, leading to faster resolution times and improved customer satisfaction.
What is attribute-based routing?
Attribute-based routing is a type of call routing that directs customers to the most appropriate agent based on specific attributes, such as their language, location, or product interest. This type of routing can significantly enhance the customer experience by ensuring that customers are matched with agents who can best meet their needs.
Attribute-based routing is often used in conjunction with other routing methods, such as IVR or ACD routing, to create a comprehensive and efficient contact flow system.
What are SIP trunks? How do they work?
SIP trunks (session initiation protocol trunks) are a way of routing calls over the internet instead of traditional telephone lines.
SIP trunks enable virtual contact centres to handle high volumes of calls while reducing costs and improving call quality. They work by converting voice data into packets that can be sent over the internet, and reassembling them at the other end.
SIP trunks point PSTN numbers to local PBX or SIP-enabled devices (though it’s worth noting the VCC can deliver to our own softphone without the need of SIP trunking).
They can be used with a variety of devices, including IP phones and softphones, making them a versatile and cost-effective option for virtual contact centres.