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Intelligent Routing

Improve customer happiness with smart routing

Deliver calls based on skill and increase efficiency

The smartest call centers use intelligent call routing to ensure their guests and customers get to the right person quickly

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Prioritize and route calls and chats based on skill

Use the powerful routing manager to deliver calls and webchat to agents based on skill. Skill-based routing helps companies deliver better guest experiences by ensuring the right calls go to the right people. If you have newer and more experienced agents available, you may want to lower the ranking on the newer agents first, this allows the calls to be prioritized to the more experienced agents, before delivering them to the less experienced.

Skill based routing
Auto delivery or manual pickup
Call and chat smart routing
Agent stack ranking
Queue prioritization
Customizable call plans

Create and customize menus and call plans in seconds

Easily manage your business operations, menus and call plans across one property or multiple properties. Quickly create menus with built-in IVR functionality.

TRACK auto-routes callers to the previous agent they spoke with

Reduce caller frustration by automatically routing calls back to the last agent the caller spoke with.

Ready to get started?

TNS provides expert consultants to help you choose the right services that fit your needs

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