Provide seamless experiences with call routing software.
Quickly connect customers and speed up resolutions with GoTo Contact Center.
Call routing software queues incoming calls and directs them to the appropriate agent or department based on predefined criteria. This helps increase call efficiency, improves customer satisfaction rates, and streamlines contact center operations.
Real-time monitoring and reporting also allows supervisors to track call queues, evaluate agent performance, and make adjustments to ensure calls are actively connected to the best endpoints. Using call routing can help contact center’s minimize wait times by efficiently connecting callers with the right resources.
Choose a call routing system that works best for you.
Call routing software saves you and your customer's time
For Agents
GoTo Connect Contact Center offers more than just call routing software
Everything you need to enhance customer satisfaction, including:
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Call Monitoring
Coach agents and boost performance with Listen, Whisper, and Barge modes.
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Outbound Dialer
Automate sales calls and speed up the outreach process to drive more sales in less time.
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Interactive Voice Response
Improve efficiency with a simple and seamless self-service call experience.
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Analytics
Track call volumes and agent performance in real time to make data-driven decisions.
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Unified Admin Portal
Manage contact center and phone system settings in a single dashboard.
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Visual Dial Plan Editor
Configure call flows with a drag-and-drop editor—no fancy IT needed.
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Frequently Asked Questions
Intelligent Call Routing (or skills-based routing) is a system that efficiently connects incoming calls to the most suitable agent to enhance service quality and maximize customer satisfaction. It gives businesses insights into the demand for specific agent skills, such as language proficiency, expertise in specific issues, or familiarity with a brand or product.
Call routing for small businesses improves efficiency and reduces missed opportunities by effectively queueing calls and directing them to the right person every time. Call routing also helps businesses maximize their limited resources by reducing wait times, ensuring quicker call resolutions, and improving agent productivity. Even with a smaller team, call routing services allow small businesses to provide professional and personalized services.
Yes, you can configure the settings. For example, you can set up a phone line to answer after one ring. The call will be directed to an auto-attendant, which can give the caller several options. You can control those options to customize the experience for your callers.
There are many common use cases for inbound call filters. For example, you can eliminate aggressive spam callers and minimize the amount of time your team has to spend handling these useless calls. The custom inbound call filters also let you create a VIP caller experience for specific clients.
Yes, priority-based routing rules can help high-priority customers get to their own custom experience when they call.
Seamless connections. Personalized services.
Get call routing services included in your Contact Center.
