June 21, 2016

CallTrackingMetrics Releases Smart Routing

CallTrackingMetrics has released Smart Routing, the latest enhancement to its call tracking system, helping businesses to route inbound phone calls throughout their organizations to increase sales and customer satisfaction.

Smart Routing allows businesses to route calls based on the Web site activity associated with the caller, the caller's history, or demographic profile. For example, calls from people who have visited particular pages of a business' Web site might be routed to a certain group of agents with expertise in that area. Or, callers with a particular demographic profile, such as a household income range, marital status, gender, or age range, might be routed to agents best suited for those callers.

Smart Routing has a rules-based interface allowing users to set up custom configurations and change them at any time.

CallTrackingMetrics is using NextCaller, a caller ID database, to provide demographic information for callers in real time. Businesses can also create custom fields (such as account ID, campaigns, product categories, etc.) and use them as triggers to route calls to the appropriate agents.

CallTrackingMetrics has traditionally provided customers advanced routing options, such as the ability to route calls based on the caller's location using its Geo Routing feature or to route callers to agents dynamically using weightings based on agent skill, call caps, and availability through its Call Queue service.

"The bar continues to get higher as callers are busier, savvier, and are expecting a high level of service immediately. Not only does the phone need to be answered quickly, it needs to be answered by the agent who is best poised to help the customer.," said Todd Fisher, CEO of CallTrackingMetrics, in a statement.