Route incoming calls based on skills assigned to users. This intuitive feature increases customer satisfaction and first call resolution. Skill may be language, domain expertise, seniority, etc.
Incoming calls are routed with respect to client responses to the IVR. The IVR could further route calls to direct users, groups (like sales, support, etc.) with different skill levels or even to a voicemail box. Call forwarding can also be done to reach out to a specific person.
Route calls with respect to time range so that customers get connected round the clock 24 hours. Play customised messages to customers in case they try reaching you during your non-business hours.
