What is Advanced Call Routing?
Advanced call routing is the process of directing calls to the appropriate destination based on predefined criteria. This can include factors such as the time of day, caller location, or the specific number dialed.
Businesses of all sizes use advanced call routing to make sure that their customers can quickly and easily get in touch with the right department or individual.
How Does Advanced Call Routing Work?
Advanced call routing systems are typically based on two main components: the Automatic Call Distributor (ACD) and the Private Branch Exchange (PBX).
The ACD is responsible for receiving and distributing inbound calls to the appropriate destination. This can be done using a variety of criteria, such as the time of day, caller location, or the specific number dialed.
The PBX, on the other hand, is responsible for handling outbound calls. This includes routing calls to the appropriate destination, as well as managing call forwarding and voicemail.
What Are There Benefits of Advanced Call Routing?
One of the main benefits of advanced call routing is that it helps businesses improve customer service. By automatically directing calls to the right department or individual, this system allows customers to quickly and easily get in touch with the right person for their needs.
Other benefits of advanced call routing include enhanced efficiency and cost savings. By enabling businesses to route calls more efficiently, this system can help save time and money. In addition, by automating the call routing process, businesses can free up staff to focus on other tasks.
What Are The Drawbacks of Advanced Call Routing?
One of the main drawbacks of advanced call routing is that it can be complex to set up and manage. In addition, this system requires a reliable and high-quality telephone line to work properly.
Another potential drawback of advanced call routing is that it may not be able to handle all types of calls. For example, calls that are transferred between departments or need to be forwarded to voicemail may not be routed correctly.