What is an Intelligent Call Routing System?

Intelligent call routing is the process of forwarding or transferring calls from one number to another using natural language processing (NLP). It involves intelligently interpreting voice requests and using that information to direct calls through your IVR. Intelligent call routing systems can be used for a variety of reasons, such as to connect callers with the right department or representative, to route calls based on their location, and to cut down on human intervention and transfers. The benefits of intelligent call routing include improved customer service, optimized workforce management, and more.

More intelligent call routing system resources

• Inbound call center software: Leverage intelligent routing and interactive voice response (IVR) to ensure higher first call resolution rates and improve customer satisfaction.
• Automatic call distributor (ACD) for call center performance: Route inbound tasks to the right agent and department based on customer profile and interaction history, IVR inputs, agent skills, and more."

Digital and Voice Channels

Automatic Call Distributor (ACD)

Interactive Voice Response (IVR)

Proactive Outbound Dialer

Workforce Management (WFM)

Quality Management (QM)

Interaction Recording

Performance Management (PM)

CRM Integrations

UCaaS Integrations

Call Center Software

Customer Experiences

Enlighten AI Copilot

Enlighten Actions

Enlighten Autopilot

Enlighten AutoSummary

Omnichannel
Routing

Workforce Engagement Management (WEM)

CRM & UCaaS
Integrations

NICE Enlighten
AI for CX