When a customer calls a business, the call routing system analyzes the incoming call based on the predetermined rules. For instance, when regulations state that after-hours calls go to voicemail or an after-hours support team, the system automatically forwards the customer.
Companies might create rules directing customer calls to specific departments or teams based on the type of product or service the customer is interested in. For example, a call to the technical support line travels to the IT department. Or, a customer with billing issues is automatically sent to the finance department.
As calls move to the appropriate destination, the call routing system will provide the agent or team with relevant information about the caller and their needs. This information may include the caller's phone number, their previous interactions with the company, or their purchase history, among other things. With this information, agents can provide more efficient and effective customer service, improving overall customer experience.