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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."

How NICE is Redefining Customer Experience

NICE CXone is the industry’s only interaction-centric platform where channels, data, applications, and knowledge converge to improve customer experience at scale.

It is the leading, most complete and unified CX Platform on the market, used by thousands of organizations of all sizes around the world to help them consistently deliver exceptional customer experiences. CXone is a cloud native, unified suite of applications designed to help you holistically run your call (or contact) center operations.

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