Handling incoming calls from customers or prospects efficiently is crucial to business growth. This means routing every incoming call to the right sales reps or agents promptly.
If you only have a handful of calls and a small team, this could be managed manually. But when your business starts scaling, with multiple calls coming in simultaneously and reps spread across different regions - things can quickly become chaotic.
Misrouted calls, long wait times, and frustrated customers impact your team's productivity leading to lost sales and damaged reputation.
The solution? Call Routing Software.
To stay competitive and maintain a high level of customer satisfaction, having a smart, automated call routing system is no longer just an option - it's a necessity.
It automates the process, ensuring every call reaches the right agent at the right time, no matter the volume.
In this blog, we’ll walk through the essentials of a call routing software, the key features to look for when purchasing one, and a few of the best call routing solutions to consider.
What is a Call Routing Software?
Call routing software is an advanced system designed to optimize inbound call management by directing callers to the most suitable person or department based on predefined rules or algorithms. This ensures that each call is handled efficiently, reducing wait times and improving customer satisfaction.
Call routing software categorizes incoming calls and evaluates caller information to determine the most suitable agent. It then directs the call based on factors such as urgency and agent availability, ensuring efficient handling and minimal wait times.
Key Features to Look for in a Call Routing Software:
Choosing the right call routing software is crucial if your business demands surplus incoming call traffic. To select the best call routing solution for your needs, consider the following essential features:
1. Automatic Call Distribution(ACD):
- The Automatic Call Distributor automatically directs calls to the most suitable agent based on predefined criteria, such as call history, agent availability, and skill set.
- ACD systems help manage call volumes effectively and reduce the likelihood of calls being missed or mishandled.
2. Interactive Voice Response(IVR):
- IVR systems interact with callers through pre-recorded messages and automated menus, allowing them to select options that match their needs.
- This technology streamlines call handling by collecting necessary information and routing calls to the appropriate destination without requiring manual intervention.
3. Intelligent Call Routing Protocols:
- The call routing protocol leverages advanced algorithms to assess and route calls based on various criteria like Caller ID, time, geographic location, agent availability and more. These rules can be tailored to align with your inbound call volume and business priorities.
- For instance, if a caller needs technical support, the system routes the call to an agent with the relevant expertise or to an agent the customer has previously interacted with, ensuring a more effective resolution.
- Alternatively, you can also configure the system to prioritize calls for the earliest possible response, minimizing wait times and enhancing customer satisfaction.
4. CRM Integration
- Seamless integration with Customer Relationship Management (CRM) systems is vital for providing agents with comprehensive caller information.
- This feature allows agents to access relevant details about the caller's history and preferences, enabling personalized service and improving call management and follow-up.
Best 6 Call Routing Software Platforms
Now that we’ve covered the essential features to look for, let’s explore some of the leading call routing software platforms available today:
1. Dial IQ
Dial IQ by Klenty is a powerful dialing platform that offers a wide range of dialers like click-to-call, parallel, power, and CRM along with an exclusive Indian dialer.
With advanced call routing, Dial IQ offers Priority-based, Sequential, and Simultaneous routings.
- Priority-based Routing : It works around the previous interactions of the caller and connects the caller to the most recent agent which makes the call more personalized and informed.
- Sequential Routing : Sequential Routing routes the incoming call in a given sequence to the available representatives in a configured interval.
- Simultaneous Routing: Simultaneous Routing rings the incoming call to all the available agents at once. Once an agent picks the call, it disconnects for the rest of the agents.
The upcoming IVR and ACD systems will further streamline call handling by directing calls through automated menus and intelligent distribution based on caller data.
Integrated CRM functionality ensures that calls are logged, recorded, and followed up automatically. With inclusion of Call forwarding and Voicemail drop to incoming calls, Dial IQ makes sure that no call is missed, even outside business hours.
Pricing :
Dial IQ offers 2 pricing. Basic plan offers Default Routing while the Advanced plan offers Sequential and Simultaneous Routing in addition to the basic plan along with a suite of other essential features.
2. Kixie
Kixie is a sales engagement platform that uses CRM data to intelligently route calls to the most suitable agent, reducing wait times and enhancing efficiency. It offers multiple routing options, such as geographic-based and caller ID-based routing, along with customizable call queue settings.
With features like IVR to guide callers and ACD to prioritize calls, Kixie optimizes call handling and communication strategies for better customer engagement.
Pricing :
- Kixie offers four pricing plans: Integrated, Professional, Outbound PowerDialer, and Ultimate Revenue.
- The call routing feature is included in all these plans along with several other features, and each one is available with a free trial, allowing businesses to explore the platform before committing.
3. Close
Close, being a CRM itself, streamlines the call qualifying process with ease. Its call routing features include ring order routing, directing calls to agents in a specific sequence or simultaneously.
With an integrated IVR system for smooth caller navigation and lead-based routing to ensure personalized connections, Close optimizes sales workflows and enhances customer engagement.
Pricing :
- Startup Plan: $49/month
- Professional Plan: $99/month
- Enterprise Plan: $139/month
All plans include call routing features, along with additional functionalities like group numbers and call forwarding with an IVR attendant.
4. Dialpad
Dialpad is a cloud-based communication platform that offers flexible call routing options. Businesses can route calls based on agent idle time, skill level, or in a fixed order, and set fallback options like voicemail or routing to another department.
Dialpad also allows custom greetings and tailored call routing rules by department. With built-in analytics and multilingual IVR support, it helps optimize call management and improve customer interactions.
Pricing :
- Pro Plan: $25 per user/month (billed annually) or $35 (billed monthly)
- Standard Plan: $15 per user/month (billed annually) or $27 (billed monthly)
- Enterprise Plan: Custom pricing (billed annually)
Custom call routing is available across all plans along with multi level auto attendants, ring groups, call forwarding and more.
5. Justcall
Justcall is a cloud phone system designed for modern businesses, offering advanced call routing features to improve efficiency. It automatically directs incoming calls to the right agent based on skill set and availability, minimizing customer wait time and boosting satisfaction.
Justcall's intelligent routing adapts to real-time call volume, while features like round-robin allocation ensure balanced workloads.
Customizable call forwarding options and ring groups streamline call distribution, and the IVR system enhances customer support by quickly routing calls to the right department. Additionally, queue callback functionality helps maintain customer engagement during busy times.
Pricing :
- Essentials Plan: $29 per user/month (billed annually) and $19 per user/month (billed monthly)
- Team Plan: $39 per user/month (billed annually) and $29 per user/month (billed monthly)
- Pro Plan: $69 per user/month (billed annually) and $49 per user/month (billed monthly)
- Business Plan: Custom pricing
IVR functionality and basic call routing is included starting with Justcall's Team Plan while Intelligent Routing and Queue Callback is included in the Pro Plan.
6. Aircall
Aircall, a customer communication and engagement platform provides a comprehensive call routing system that includes ring order routing, time-based routing, IVR menus, and lead-based routing in integration with CRM to optimize communication.
Smartflows, Aircall’s new call router, enables users to build customizable call flows with elements like audio messages and time rules, addressing complex scenarios and enhancing customer interactions to improve satisfaction.
Pricing :
- Essentials Plan: $30 per user/month (billed annually; 3-user minimum) and $40 per user/month (billed monthly)
- Professional Plan: $50 per user/month (billed annually; 3-user minimum) and $70 per user/month (billed monthly)
- Enterprise Plan: Custom pricing (25-user minimum). Aircall offers IVR and Call Routing in all plans while Smart Routing and Queue Callback are available with the Professional Plan and above.
How To Choose The Right Call Routing Software
1. Based on your Business Needs
Evaluate your call volume, team structure, and specific routing needs. Consider factors such as peak call times, required routing complexity, and the types of calls you handle (e.g., support, sales). This will help you choose a solution that fits your operational demands and enhances efficiency.
2. Seamless CRM Integration
Look for a software that integrates smoothly with your existing CRM system. This integration allows for better data synchronization, personalized customer interactions, and streamlined workflows. Check for compatibility with your current CRM or consider software with built-in CRM capabilities.
3. Ease of Use and Set-Up
Select a solution that offers an intuitive interface and straightforward setup process. This ensures that your team can quickly adapt to the new system with minimal training, reducing implementation time and avoiding disruptions to your operations.
4. Scalability
Choose a call routing software that can scale with your business growth. It should handle increasing call volumes and additional features as your business expands. Ensure the software offers flexibility in terms of adding new users, features, and routing rules without significant additional costs.
In a Nutshell
Call routing might not sound like the most exciting part of business, but think of it as the unsung hero keeping everything running smoothly behind the scenes. Whether it's getting customers to the right person faster or ensuring no call slips through the cracks, choosing the right solution is like giving your communication game a serious upgrade. Invest in the right call routing software to improve your business and deliver a better customer experience.
Want to see how Dial IQ works? Book a demo today and discover how Dial IQ's call routing solution can benefit your business.
