Flagship Feature

Deliver Expert Support with
Skill-Based Routing

Elevate every interaction. Skill-based routing ensures customers reach agents with the precise expertise they need. Maximize first-call resolution and create personalized, satisfying experiences that build loyalty.

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A Smarter Way to Distribute Calls

20% Increase in First-Call Resolution

Route callers to the best-fit agents based on their skills to resolve issues without unnecessary transfers.

40% Drop in Call Abandonment

Reduce wait times by instantly connecting each customer with your team’s most qualified available agent.

30% Rise in Agent Utilization

Distribute calls strategically across teams to keep agents engaged, balance workload and boost productivity.

We’ve helped thousands of global companies

Case studies featuring customers who are building faster.

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Revolutionizing Revolut’s Efficiency and Saving 40+ Hours

“Thanks to CloudTalk’s reliability, we could improve sales teams’ performance and close more deals than we could have ever imagined.”

Jamie Devlin
Head of Operations

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Increasing productivity for 200 customer support agents

“With CloudTalk’s Analytics I now get to see every step of the way. We can find discrepancies and gain a much better understanding of our teams.”

Nelly Donnelly
Service Delivery Manager

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Delivering success for Glovo’s customer support team

“CloudTalk improved our team’s cost and efficiency. The script feature allows us to lead the calls in a much more systematic way.”

Yohann Bensadoun
Global Supply Growth

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Scaling outbound calls for MyHeritage 158 sales agents

“We have seen a significant increase in our outbound call volume. We can now reach out to more prospects and customers than ever before.”

Elay Sasson Call
Center Manager

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What is Skill-Based Routing?

Ever called customer support only to be passed around from one agent to another? Skill-Based Routing solves that problem by automatically directing callers to the most qualified agents based on their unique needs.

Instead of just sending calls to the next available person, this system matches customers with specialists based on their expertise, language, or department, ensuring faster resolutions and greater efficiency.

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How Does Skill-Based Routing Work?

When a call comes in, the system analyzes predefined criteria—such as the caller’s reason for contact, language preference, or past interactions—and routes them to the most qualified agent available.

For example, if a customer selects “Technical Support” from an IVR menu, skill-based call routing will automatically direct to an agent with IT expertise. If a caller’s number is from Spain, they might be routed to a Spanish-speaking representative.

You eliminate guesswork, reduce misrouted calls, and ensure customers get the help they need faster and with less frustration.

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Benefits of Skill-Based Routing

Lead with Expertise, Serve with Confidence

Resolve Issues Faster

Calls go straight to the right expert, cutting down on misrouted calls and unnecessary transfers. Customers get quick, accurate answers, while agents work more efficiently—saving time and boosting productivity.

Improve Customer Satisfaction

No more frustrating call transfers or repeating information. Customers get connected to the best-suited agent right away, ensuring smoother interactions, quicker problem-solving, and a more positive overall experience.

Optimize Agent Workload

Agents only handle calls within their expertise, reducing stress and increasing efficiency. With a balanced workload and fewer irrelevant inquiries, they can focus on delivering high-quality service, improving overall team performance.

Increase Sales & Retention

Sales calls go to top-performing reps, increasing conversions, while existing customers receive expert support that keeps them engaged. Personalized interactions lead to stronger relationships, higher retention rates, and long-term business growth.

Smart Routing

Guide Your Customers with Confidence

Direct your customers to the right agent or department
in the best way possible.

Solve Real-World Business Challenges

Customers hate being bounced between agents. Agents waste time handling calls outside their expertise. Skill-Based Routing fixes both—ensuring every caller reaches the right person. See how it can transform your industry.

Sales Teams: Instantly connect leads with the most experienced sales reps based on product expertise or industry knowledge, increasing conversions and closing more deals.
Healthcare: Route patients to the right specialist, insurance coordinator, or department, ensuring faster support and reducing administrative bottlenecks.
Real Estate: Match buyers and sellers with agents who specialize in their property type or local market, ensuring informed guidance and a smoother sales process.
Customer Support: Send callers directly to the right department, reducing hold times, eliminating unnecessary transfers, and boosting first-call resolution rates.

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How to Set Up Caller-Based Routing in CloudTalk

In your CloudTalk account, click the left-hand side Numbers tab on the Dashboard.
Click the blue pencil icon next to the number you want to configure.
In the call flow, click the + icon where you want to insert the condition splitter.
Choose an action (e.g., route to a specific agent or group) for calls that meet certain criteria.
Click Save flow to apply your changes

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Features

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Call Queuing

Automatically distribute calls to relevant agents based on customer status, technical skills or business needs.

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Workflow Automation

Fully automate repetitive or time-consuming tasks like follow-ups, ticket creation, and call transcriptions.

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Caller-Based Routing

Automatically route customers based on factors such as location, purchase history, and language.

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Flagship Feature

Call Flow Designer

Design your inbound calling journey to fit the unique needs of your business and customers’ expectations.

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Frequently asked questions

Everything you need to know about the product and billing.

When should a company consider using Skill-Based Routing?

Implement Skill-Based Routing to manage complex interactions, match customers with qualified agents, and improve service efficiency across products, languages, and support needs.

How to set up routing rules?

Set routing rules by defining skills for each inquiry, then match them to agent expertise. Use call center tools to route by knowledge, tech skills, or language—and update as needs evolve.

What are the types of skills-based routing?

The types of skills-based routing include:
– Product Expertise Routing: Connects customers with agents who have specialized knowledge about specific products or services.
– Technical Skill Routing: Directs inquiries to agents with the technical skills required to resolve complex issues.
– Language Proficiency Routing: Routes calls to agents fluent in the customer’s preferred language.
– Customer Profile Routing: Matches customers with agents based on their history or profile tags, such as high-value or at-risk customers.

How does omnichannel routing improve customer experience?

Omnichannel routing ensures consistent, seamless support across all channels by tracking interactions and connecting customers to the right agent based on history and preferences.

What is a skills-based routing algorithm?

A skills-based routing algorithm is a set of rules and logic used by call center software to match customer inquiries with the best-suited agents by analyzing skills, needs, and history, ensuring efficient, personalized support.

How does skills-based routing differ from queue-based routing?

Skills-based routing differs from queue-based routing in that it focuses on matching customers with agents based on specific skills and expertise, rather than simply distributing calls based on their order in a queue.

How does skills-based routing differ from ACD routing?

Skills-based routing differs from Automatic Call Distribution (ACD) routing in that it prioritizes matching customer inquiries with agents based on their specific skills and qualifications, while ACD routing generally distributes calls based on predefined rules like round-robin or least-busy agent.