Smart call routing is a flexible feature of CINNOX that uses various criteria to match customer interactions with the most appropriate agents or service groups. This is more advanced than traditional routing methods that may simply distribute calls on a first-come, first-served basis or based on agent availability. Equipped with smart routing capability on a unified communication interface, a business can evaluate the unique details of a customer interaction – like the customer's identity, interaction history, the nature of the inquiry, channel of communication (e.g., email, phone, chat, social media), and more, and then route that interaction to the best equipped agent to handle it.
Ever dialled into a business and been greeted by a friendly voice offering choices to help route your call? That's IVR in action. CINNOX IVR solution bridges the gap between technology and convenience to boost workforce efficiency, reduce costs, and enhance customer satisfaction.
Our smart omnichannel inquiry routing capability adapts to your business's unique requirements, optimizing your resources, ferrying all interactions to the right destination, preventing any missed business opportunities.
Since the very first interaction, CINNOX offers advanced omnichannel routing intelligence and logic tailored to your business model, nurturing trust and cultivating lasting relationships with your prospects and customers throughout their journey.
Take control of your customer interactions within your contact center, ensuring a consistent flow of interaction across multiple channels, and elevating your customer service with our efficient inquiry management solution.
Seamless integration with your existing systems makes CINNOX a painless addition to your workflow, providing powerful benefits without disrupting operations, fuelling your growth, and delivering an unparalleled customer experience.
Identify and prioritise your enquiries to enable targeted and timely responses.
Understand your customer journey and identify critical touchpoints for optimized routing.
Tailor your routing rules and algorithms to your business needs for maximised efficiency.
Match your enquiries to agent’s skill sets and availability for improved customer engagement.
Keep a regular check on performance metrics to identify gaps and optimize operations.
Embrace the future of customer interactions with CINNOX's advanced omnichannel inquiry routing and management solutions. Boost efficiency and deliver personalized service to propel your business ahead.