Smart routing by hours, topic, and urgency with warm transfers
Wrong destinations and repeat callbacks crush satisfaction and waste time.
Set rules by hours, topic, VIP lists, and urgency; transfer live or schedule follow-upsāimproving first-call resolution (FCR).
Research tied to SQM Group shows **for every 1% improvement in FCR, CSAT improves ~1%**, making routing a high-leverage lever.1
Identify caller/topic (sales, service, emergency).
Route by skills/on-call; attempt warm transfer with context.
If no answer, set call-back task and send the caller expectations via SMS.
Demo (0:30) š§
"Let me connect you to our on-call tech now; if they're unavailable, I'll schedule a callback within 15 minutes."
Time-based & topic-based routing
VIP lists and escalation paths
Warm transfer with pre-brief
Failover to callback + SMS acknowledgement
See how call routing & warm transfers can transform your business