The Fastest Way to Move Customers from Doubt to Clarity
Every customer who contacts you has a specific problem and specific expectations about how quickly it should be resolved. The difference between a satisfied customer and a frustrated one often comes down to whether they reached the right person the first time. Platform28's intelligent routing eliminates the transfer runaround by using AI, skills matching, and real-time data to connect each customer with the best-qualified agent from the very first moment.
We Know Your Customers
Customers expect immediate answers, not delayed responses. We provide fast, seamless connections through contact center representatives or self-service channels.
Skills-Based Routing
Match customers with agents based on skills, experience, and expertise for faster resolution.
Queue Management
Intelligent queue prioritization based on wait time, customer value, and issue urgency.
AI Intent Recognition
Automatically understand customer intent and route to the right department or agent.
Agent Availability
Real-time agent status monitoring for optimal workload distribution.
Dynamic Load Balancing
Automatically distribute calls across agents and locations to prevent bottlenecks.
Geographic Routing
Route calls based on caller location for local support and compliance requirements.
Reduce Handle Time, Improve Satisfaction
When customers reach the right agent the first time, everything improves. Handle times drop because agents don't need to transfer calls. Customer satisfaction rises because issues get resolved quickly. And agents are happier working on issues that match their skills.
Platform28's intelligent routing uses multiple factors to make routing decisions:
- Customer history and past interactions
- Agent skills, certifications, and expertise
- Real-time queue conditions and wait times
- Business rules and routing priorities
- AI-detected customer intent and sentiment
Deep dive: How AI call routing reduces transfers by 40-60% →
Explore Our Routing Technologies
Platform28's intelligent routing is built on proven technologies designed for modern contact centers.
IVR System
Interactive Voice Response that guides callers with AI-powered menus and self-service options.
Learn about IVR →ACD (Automatic Call Distribution)
Smart call distribution that matches incoming calls with the best available agent.
Learn about ACD →Answering Machine Detection
AI-powered detection that identifies voicemails instantly, keeping agents focused on live conversations.
Learn about AMD →Predictive Dialer
Intelligent outbound dialing that maximizes agent talk time and campaign efficiency.
Learn about Predictive Dialer →Platform28 provides an enterprise contact center platform used by commercial organizations and large public-sector agencies, including state human services programs similar to Georgia DHS. These environments handle complex workflows, seasonal call spikes, and strict security requirements. By building Platform28 for these demanding scenarios, we deliver a platform that also works exceptionally well for enterprise customer support teams and other regulated industries.
See intelligent routing in action
Get a personalized demo showing how intelligent routing can improve your contact center metrics.