Call routing basically refers to call management process which allows a customer to make a call from one number and be able to be connected to any number within system designed to be connected.
Call routing software is designed for the contact management strategies that are able of performing various actions before the contact is handled by the agent. The most basic and important benefits it provides includes:
saving of working time of agent and
improvement of first contact resolution rates.
Some more things that call tracking software allows to do:
Attribute phone calls to specific marketing channels.
Route callers to different target destinations.
Track and record when calls are connected.
Reporting and Analytics for optimizing call flow.
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Call routing software.
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