Even though this question appears simple, it actually can refer to multiple aspects of the VoIP phone system. For example, the fundamental difference between PSTN and VoIP is that all the calls are routed over the data network rather than the copper wires. This aspect is sometimes called call routing i.e. how the calls are handled by the VoIP technology. The VoIP Call Routing can be critically beneficial for call centres.
ACD routing vs. IVR auto attendant
Automatic Call Distributor (ACD)
Automated Call Routing routes the incoming calls automatically based on predefined rules. The Strategies for ACD routing can forward a call based on factors that your system can automatically identify like the caller location or the time of the day.
Interactive Voice Response (IVR)
An IVR is also called an auto attendant. It’s call centre software or system which enables a computer to interact with the callers through a pre-recorded audio. The pre-recorded message provides a caller with the basic service or product information and it also includes a promise to guide the system behaviour. The auto attendant and IVR also provides callers with the information they are looking for and it enables them to navigate themselves to the right specialist without needing an operator.
Integration of ACD and IVR routing
The ACD looks at the caller’s phone number and then routes the call accordingly. An IVR system is then activated and it manages the call flow by providing and getting information based on the caller’s replies to numerous prompts. The IVR system can similarly start outbound calls to deliver automatic alerts or it can route answered calls to an agent.
Advantages of IVR service
An interactive VoIP response service streamlines the inbound call flow. This allows businesses to deliver effective premium customer care. The businesses can benefit from setting up a cloud-based IVR system which includes.
- Option to produce custom voice messages for potential and current customers
- Reduce the caller’s wait time
- Decrease the requirement for extra employees
- Allow your callers to take care of their basic request without needing any operator
- Offer an extra way of payment for customers
- Allow callers to route themselves to be the right agent for their need
Strategies for ACD call routing
- Geographical routing: This type of routing allows you to forward calls to a specific geographical location. The incoming calls are routed based on the area code of the caller. This strategy is an ideal solution for businesses with Global offices which allows callers to talk with agents in their own language, zone, time and area. For instance, if you have a French-speaking customer base in France then you can use geographic call routing to make sure that all calls from these areas are directly routed to your French-speaking agents. Likewise, all the calls from your English-speaking customers which are based in the United Kingdom can be routed to your English-speaking agents.
- Time of the day Routing: This type of routing enables you to deliver incoming calls to different numbers or locations based on the time of the day. It is a well-known routing strategy which a lot of businesses use since it allows you to route a call based on the working hours. All the calls can be sent to the main office number from 8 a.m. To 5:00 p.m. Any incoming calls after working hours can then be forwarded to your selected support or agent. This strategy allows a business to deliver 24/7 customer service.
- VIP calls Routing: This type of routing helps businesses in providing their high-end clients with premium customer service. With VoIP you can produce a specific list of VIP customers telephone numbers. Any incoming call from the number on the list will then automatically be routed. This strategy can be programmed to route to a particular agent or office. This can help in reducing the clients wait time and skipping the automatic incoming call queue.
- Percentage Based Routing: This type of call routing enables you to send incoming calls to several departments based on the incoming call volume. This strategy evenly distributes incoming calls to different selected locations. This enables a constant call flow and decreases the wait time for customers. For instance, if you have the UK based Call Centre with 60 agents and a call centre in Hong Kong with 40 agents then you can employ the percentage-based call routing to deliver 60% of your incoming calls to UK based location and a 40% of your incoming calls to your Call Centre in Hong Kong.
If you want to employ a great call routing software, then VoIP Business is the right solution for you. VoIP Business offers several different call routing and calls management services.