INTELLIGENT ROUTING
Improve your routing strategy for efficient customer service
With Odigo™, intelligent routing connects each customer to the most qualified advisor, taking into account context, history and agent skills. Every interaction is handled faster and more efficiently, reducing waiting times and improving customer satisfaction
Why?
Why adopt intelligent routing for your contact center?
Maximize your contact center’s efficiency with software that lets you deploy routing and qualification strategies that are as sophisticated as they are flexible.
Offer faster, more relevant responses
Each interaction is routed to the most qualified advisor, reducing waiting times and mean time to market (MTT).
Optimize the efficiency of your teams
Intelligent routing of interactions reduces unnecessary transfers, allowing advisors to concentrate on their areas of expertise.
Offer a personalized customer experience
Thanks to CRM data and the context of interactions, each customer benefits from a service tailored to his or her needs.
FEATURES
Make your contact center more efficient with Odigo™'s advanced features.
Automatic call distribution (ACD)
Intelligent routing and routing of calls to the most qualified advisor or bot:
Sophisticated routing: based on context, intent and interaction history
VIP priority: immediate access or reduced waiting time for VIP customers
Efficient team organization: multiple sites and time zones
Automatic callback: your customers can request a callback instead of waiting for one.
Skills management
Competency management puts each customer in touch with the most appropriate advisor according to expertise, languages and channels mastered. The result? Optimized distribution of interactions to reduce waiting times, guaranteeing a consistent, personalized customer experience…
Behavioral targeting
Behavioral targeting enables you to send automated, personalized messages based on your customers’ behavior and browsing history. You can analyze data such as geolocation, time spent on your site and pages visited, then track the conversion tunnel to optimize your campaigns and maximize customer engagement.
Context-sensitive routing software
Odigo™’s contextual routing software automatically routes each interaction to the most qualified advisor based on call context, CRM data and customer history. Before deployment, you can configure, simulate and measure the effectiveness of your routing rules, to ensure that every interaction is handled optimally.
EXPERT OPINION
Principal product marketing, Odigo
KEY BENEFITS
Increase efficiency with Odigo routing software
Better results
Reach your performance targets more easily with Odigo intelligent routing software, by improving your key indicators: customer satisfaction (CSAT), Net Promoter Score (NPS) and first contact resolution (FCR).
Improved customer satisfaction
Thanks to intelligent routing of interactions, each request is directed to the most appropriate resource. Your customers get the answers they need more quickly, improving their satisfaction and strengthening their loyalty.
Valued agent experience
Skill-based routing enables advisors to specialize in interactions that match their expertise, boosting their efficiency and commitment.
Optimized interactions
Intelligent distribution of interactions simplifies customer journeys, reduces unnecessary transfers and cuts average handling time (AMT).
Advanced customization
By exploiting customer data and the context of interactions, intelligent routing makes it possible to offer a personalized service tailored to each customer’s expectations.
Better management of waiting times
When waiting times are too long, customers can choose to be automatically called back, enhancing their experience.
Process
Improve your strategy with Odigo
Maximize the efficiency of your contact center with software that enables you to deploy routing and qualification strategies that are as sophisticated as they are flexible. Each Odigo routing strategy is customized to meet customer needs, and typically works as follows:
Step 1
Identify your customer, his intentions and history
Step 2
Determine the skills and experience required of the advisor
Step 3
Assess the availability of your contact center resources
Step 4
Evaluate actual and expected waiting times
Step 5
Select the advisor best suited to assist your customer, based on relevant criteria
Concrete results for our customers using Odigo's AI solution
CUSTOMER TESTIMONIALS
Our case studies
Latest articles
- Market trends & analysis
- Market trends & analysis, Tips and guides
- Market trends & analysis, Tips and guides
Ready to transform your customer relationships?
Find out how Odigo can adapt to your business challenges and organization.
FAQ
Do you have any questions?
What's the difference between intelligent routing and call routing?
Intelligent routing includes all channels (calls, emails, chat, social networks) and takes into account context, history and skills. Call routing focuses solely on phone calls. Odigo™ combines the two for a complete solution.
How does call routing work?
It involves identifying the reason for a customer’s call and directing them to the most appropriate service or agent. To do this, customers need to use an Interactive Voice Response (IVR) system. Traditional IVRs use the telephone keypad to select sequential options from a limited number of possibilities. Today, IVRs can be enriched with speech analysis. This AI process, based on natural language processing (NLP), can analyze the customer’s speech and confront it with a wide choice of potential intentions. As a result, customers can converse in their own language, and benefit from personalized service thanks to refined routing and advisors trained to meet their specific needs.
How can I optimize my call routing strategy?
Call routing requires analysis of call intent to understand why customers contact the call center. It also involves setting targets and indicators to measure performance, such as First Call Resolution. This information can be used to set up routing rules and measure their success. Several rules or strategies can be considered, depending on the type of request, priority status, such as vulnerability, and optimal management of advisor skill profiles. Several rules or strategies can be applied depending on the type of request, and the priority status, taking into account, among other things, the customer’s degree of vulnerability and the advisors’ skills profile.
How does intelligent routing improve customer satisfaction?
Intelligent routing reduces waiting times, optimizes the distribution of interactions and enables personalized conversations, thus increasing CSAT, NPS and First Contact Resolution (FCR).
Can Odigo manage multi-site, multilingual teams?
Yes, thanks to skills management and contextual routing, teams spread over several sites and time zones can be organized efficiently.
How does automatic call distribution (ACD) work?
Automatic Call Distribution (ACD) is a system that automatically routes incoming calls to the most qualified advisor or bot, based on criteria defined by your contact center. With Odigo™, ACD takes into account:
Consultant skills: language, business expertise, channel expertise.
Context and customer history: previous interactions, VIP status, urgency of request.
Availability and workload: waiting time, presence on the channel, time zone.
Thanks to this intelligent routing, each customer is directed to the most appropriate resource, reducing waiting times, improving First Contact Resolution (FCR) and delivering a smoother, more personalized customer experience.