Intelligent Call Routing


Accuracy is everything, route calls fast and to the right people.

Intelligent Call Routing stops wasting your customer’s valuable time and gets them to the person they are looking for pronto.

Platform28 Intelligent Call Routing ensures the highest degree of accuracy in allocating inbound calls to the right agent at the right time. Pre-defined parameters can be set to enable the contact center solution to automatically route calls to the right agents, at the right time regardless of the agents’ location – especially important in the case of work at home agents.

Platform28 Call Routing supports:
  • Both plain or Hybrid (Queues + Skills) operation
  • Shared-agent pools
  • Allows fine-grained control in shared-agent pool scenarios.

Organizations can prioritize calls based on the length of time spent in a queue to ensure fair servicing of queues, resulting in improved customer experience.

Increase agent utilization and ROI with Platform28 Intelligent Call Routing.

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