Call routing is a feature that automatically directs incoming calls to the right department, agent, or voicemail based on predefined criteria. In VoIP systems, call routing can be customized to direct calls based on factors like caller ID, IVR selections, agent availability, or skill set. This makes sure that customers are quickly connected to the right person for their needs, reducing wait times and improving service efficiency. Advanced call routing systems use algorithms to intelligently manage call traffic, improving both customer satisfaction and agent productivity.
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