The Fastest Way to Move Customers from Doubt to Clarity
Platform28's Intelligent Routing automatically connects customers to appropriate resources, agents, or automation for immediate problem resolution.
No credit card required. Response within 1 business hour.
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: Why traditional IVR fails and how AI routing fixes it →
See intelligent routing in action
Get a personalized demo showing how intelligent routing can improve your contact center metrics.