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Boost Support with Call Routing
Manage incoming calls by directing them to the best-suited available agent. Automatically place them in a queue and direct them to extensions or groups like support or sales based on criteria and rules you set.
Trusted by 230 companies worldwide
How smart routing helps your call center
Improve lead conversion at all stages
Route to the skilled agent with access to past interactions; prove you know & value leads’ inquiries.
Handle more calls and reduce costs
CloudTalk routes calls to skilled agents using your rules, ensuring customers connect with the right experts and avoid language or qualification mismatches.
Optimize business rules routing
CloudTalk lets you reserve multiple numbers for VIP clients. Tag customers as “VIP” or “Priority” to prioritize their queries and move them to the front of the queue.
Skill-based routing boosts calls, cuts costs
Skills-based routing ensures productive and efficient customer support management. Inbound calls can be automatically routed to a specific agent based on their fit and skills required by the caller. You can easily assign skill levels to your agents.
The benefit we value the most is the call routing. With the IVR, we route customers to agents who speak their language. We can also distribute calls based on the customers’ stage in the booking process, giving higher priority to those clients who are picking up their cars.
Issam Daoudi, Supervisor @DiscoverCars
Integrate databases to save agent time
This feature allows you to route inbound calls to competent agents based on all available caller information stored in CloudTalk, IVR (interactive voice response), call queues, business hours, or skillsets of individual agents.
CloudTalk offers every contact center feature that is necessary for our company to provide great customer service to our customers. We like visual IVR, easy-to-setup callback setup and various integration that enhance our workflows.
Matej K., CMO & Co-Founder @StreamBee
Plans worth every dollar
"With CloudTalk's Analytics I now get to see every step of the way. We can find discrepancies between our agents and gain a much better understanding of our teams' setup."
Nelly Donnelly Service Delivery Manager
See customer story
"CloudTalk improved our team's cost and efficiency. The script feature allows us to lead the calls in a much more systematic way, as well as all the action buttons to trigger actions directly into our backend."
Yohann Bensadoun Global Supply Growth
See customer story
"Our call volume tripled in only 2 years, from around 10,000 calls to 30,000 per quarter and with CloudTalk, we can now handle all of this communication easily. It was an excellent choice."
Frederico Lopes Head of Customer Service
See customer story
"We have seen a significant increase in our outbound call volume since we started using CloudTalk and we can now reach out to more prospects and customers than ever before."
Elay Sasson Call Center Manager
See customer story
"CloudTalk’s AI has cut our call quality analysis from 2 hours to 20 minutes daily and reduced mis-targeted leads by 24%, allowing us to focus on strategic growth."
Sara Konickova Sales Ops Manager
See customer story
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FAQs
How is scheduling done in a call center?
Scheduling in a call center involves a strategic process of organizing and managing the work schedules of customer service representatives (CSRs) to ensure optimal staffing levels and service delivery.
This includes forecasting call volume, determining call center capacity, and developing schedules that balance employee availability with business needs. Efficient scheduling requires the use of Call Center Analytics and helps to reduce wait times for customers, minimize staffing costs, and improve overall productivity and customer satisfaction.
What does “appointment scheduling” mean?
Appointment scheduling refers to the process of setting up meetings or appointments with customers, clients, or other stakeholders. It involves identifying the purpose and objectives of the appointment, selecting appropriate participants, and scheduling a time and date that works for everyone involved.
Effective appointment scheduling is a critical aspect of time management, as it helps to ensure that all necessary parties are available and prepared for the meeting, and that resources are utilized efficiently.
How do you schedule an appointment effectively?
1. Clearly define the purpose and objectives of the appointment.
2. Determine who needs to be involved in the meeting and their availability.
3. Select a date and time that works for everyone involved.
4. Confirm the appointment with all participants, including any necessary details or preparations
5. Prepare any necessary materials or resources in advance
6. Follow up after the meeting to ensure that all objectives and next steps are clear
CloudTalk is a data-driven solution for exceptional customer experience and intelligence is a key part of it.
Schedule a demo today and find out for yourself.
