Optimize call distribution
Kavkom Intelligent Call Routing, a skills-based routing system, is an advanced solution that automatically routes incoming calls to the agents best qualified to meet each customer’s specific needs, optimizing call management and the user experience. Thanks to intelligent algorithms and customized configuration, this feature ensures optimal call distribution, reducing waiting times and improving customer satisfaction.
The benefits of call routing
Configure as many features as you need to optimize your call routing.
Routing based on precise criteria
Define sophisticated routing rules to route calls according to specific criteria, such as call type, desired destination, call duration and more. Kavkom lets you configure time-of-day routing strategies, ensuring that calls are always answered by an available agent, even after hours, by redirecting them to external numbers or personalized voice messages. This reduces the rate of missed calls and improves your company’s ability to respond effectively to customer requests.
Multi-level IVR
Create single or multi-level IVR (Interactive Voice Response) systems, known as voice menus, to direct callers to agents. Prioritize their skills and define routing rules specific to your business, including automatic call distribution and routing based on internal or extension number. This ensures that every call is routed to the employee(s) best qualified to resolve the customer’s query.
Seamless integration with the telephone network
Our call routing platform integrates seamlessly with your existing telephony infrastructure, whether it’s based on Voice over IP (VoIP) or a traditional telephone network. Thanks to our SIP trunk support, you can easily establish a reliable connection between your corporate telephone system and the public telephone network, enabling smooth routing of calls to internal or external numbers.
This flexibility ensures a smooth transition to more sophisticated call routing solutions, without the need for costly investment in additional hardware.
Call group
Create call groups according to the skills of your teams to route calls to a group of employees who will meet the needs of your callers. Set up call cascading strategies to refine and optimize internal call distribution.
Maximizing operational efficiency
With Kavkom, you benefit from a platform that maximizes the efficiency of your call center.
Our intelligent routing system, based on each agent’s skills and the caller’s specific needs, ensures that every customer interaction is handled by the person best able to offer help and support. This approach not only reduces waiting times, but also improves the first-call resolution rate, contributing to an exceptional customer experience.
Hourly routing
Ensure that all calls are handled efficiently by routing them according to your opening hours, team working hours and closing times to on-call staff, using intelligent routing strategies to maximize customer satisfaction and reduce waiting times.
Why choose Kavkom for call routing?
Choose the trusted leader, Kavkom, to boost your customer service. With our advanced call routing technology, deliver a personalized, responsive experience to every customer. With our expertise and first-class service, the transition to this innovative solution will be seamless. Choose Kavkom and elevate your customer service now.
