ICR (Intelligent Call Routing)

Definition

Intelligent Call Routing (ICR) is a technology used in telecommunication that routes phone calls to the most appropriate agent or department within a business. It uses a set of instructions known as routing policies to make these decisions, taking into account factors such as the caller's number, the reason for the call, and the time of the call.

Usage and Context

ICR is widely used in call centers and customer service departments. It improves the efficiency and effectiveness of these operations by ensuring that calls are handled by the most qualified person. For example, if a customer calls with a technical issue, the ICR system might route the call to a technician. If the call is about a billing issue, it might go to someone in the finance department.

FAQ

What is Intelligent Call Routing?

ICR is a technology that routes phone calls to the most appropriate agent or department within a business.

How does ICR work?

ICR uses a set of instructions known as routing policies to make these decisions, taking into account factors such as the caller's number, the reason for the call, and the time of the call.

Where is ICR used?

ICR is widely used in call centers and customer service departments to improve efficiency and effectiveness.

Related Software

There are many software products that include ICR functionality, such as Avaya Aura Call Center Elite, Genesys PureEngage, and Cisco Unified Contact Center Enterprise.

Benefits

ICR can improve customer satisfaction by reducing wait times and ensuring that callers speak to the most qualified person. It can also improve efficiency by reducing the number of unnecessary transfers and callbacks.

Conclusion

In conclusion, Intelligent Call Routing is a valuable tool for any business that handles a large volume of phone calls. It can improve both customer satisfaction and operational efficiency.