Call routing to optimize your communication
Intelligent routing for greater efficiency
Our routing technology analyzes three key parameters in real time for optimal call distribution. The system evaluates the specific skills of each agent according to their resolution history. The workload of the teams is taken into account for an equitable distribution of communications.
Thanks to CRM integration, customer data enriches routing criteria. This personalization enables calls to be automatically routed to the most qualified agents for each request.
Flexible configuration to suit your needs
Customizable multi-level IVR
Create interactive voice menus that effectively guide your callers. The system lets you configure unlimited options according to your organizational chart. Greetings and choices can be adapted to your company’s specific needs.
Optimized call groups
Define teams according to your employees’ skills and specialties. Our system lets you create groups by department, language or technical expertise. Cascade distribution ensures that no call goes unanswered.
Intelligent time routing
Automatically manage your calls according to your opening and closing times. Calls are routed to on-call teams outside office hours. Specific rules can be applied for public holidays and exceptional events.
Optimizing your customer service
Intelligent routing significantly improves your customers’ user experience. Waiting times are reduced thanks to efficient distribution of incoming calls. Automatic qualification of requests enables faster processing.
Our solution integrates natively with your CRM for optimal tracking of interactions. Customer history is instantly accessible to personalize each exchange. Detailed reports enable continuous analysis and optimization of service quality.
Advanced features for greater control
Real-time supervision
- View your teams’ activity on a centralized dashboard
- Track key indicators: waiting time, response rate, call duration
- Respond quickly to peaks in activity with “overflow” mode
Intuitive configuration
- Simple interface for setting routing rules without technical expertise
- Instantly modify strategies to suit your needs
- Preconfigured templates for accelerated deployment
Detailed analysis
- Customized reports on routing performance
- Statistics by agent, group and period
- Optimization recommendations based on data analysis
Why choose Kavkom for your business?
Our cloud technology guarantees :
- Set-up in less than 24 hours with no hardware investment required
- Over 100 native integrations with your existing tools
- Expert technical support available 24/7
The companies that place their trust in us find :
- 45% reduction in waiting times
- A 30% increase in customer satisfaction
- 25% productivity gains for their teams
Frequently asked questions
What is call routing?
Call routing is a management system that automatically directs incoming calls to the right person. This technology optimizes the telephone call distribution process to improve customer relations.
How do I configure call routing?
Set-up is easy with our 3-step cloud software:
- Define your routing rules and phone numbers
- Set up your automatic switchboard and IVR menu
- Customize options to suit your needs with our intuitive application
What are the advantages of call routing?
Our solution delivers measurable benefits:
- Significant reduction in waiting times
- Improved customer experience through more efficient service
- Optimized customer service with better call distribution
How does intelligent routing work?
Intelligent routing analyzes in real time :
- Available agent skills
- Team workload
- CRM data for optimal automatic distribution
- Call flow to adapt call groups
What types of routing does Kavkom offer?
Our routing solutions can be adapted to all business sectors:
Time-based routing: Ideal for medical practices – Manages opening hours and personalized greetings.
Skill-based routing: Perfect for contact centers – Distributes calls according to agents’ expertise and languages.
Standard automatic routing: For SMEs – Provides a simple voice menu and transfers to internal extensions.
Emergency routing: Essential for healthcare/technical support – Prioritizes critical calls with escalation protocols.
CRM Routing: For sales teams – Recognizes the customer and directs him/her to the right salesperson.
How can we improve call management?
To optimize your management :
- Use our advanced customer support technology
- Track customer satisfaction indicators
- Continuously improve your processes with our analysis tools
- Reduce your costs with automation
How to use an IVR for routing?
Our interactive voice server allows you to :
- Create customized voice menus
- Setting up a professional telephone reception
- Manage customer interaction options
- Optimizing the user experience
What tools do you offer for call routing?
Kavkom offers a complete solution:
- Native integration with leading CRM systems
- Centralized management interface
- Analysis and reporting tools
