Intelligent Call Routing (ICR)

  • A Flexible Way to Manage Call Volume and Route Calls to the Right Place

    Balancing superior customer service with efficient and cost-effective telephony operations can be challenging for any business, regardless of size.  On one side, you need to provide the highest quality of customer service possible.  On the other, there’s the real need to maximize your resources while minimizing costs.

    With Intelligent Call Routing (ICR) from XO, you can do both.  ICR lets your organization direct calls in a way that improves response times and customer satisfaction while reducing operational costs.  ICR empowers you with detailed reporting and allows you to employ automated disaster recovery routing.  ICR rules are easily modified by trusted members of your team via an easy-to-use website.

    Intelligent Call Routing Benefits

    • Drive down agent costs by routing calls more efficiently to your available resources
    • Eliminate lost revenue due to lost calls
    • Increase customer satisfaction by creating a better customer experience
    • Ensure business continuity and maximize business productivity
    • Enjoy easy management of your service anytime, from anywhere, via a customized web portal
    • Count on round-the clock customer support, 365 days a year
    • Always know where you stand with real-time reporting and metrics
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  • Routing Options

    Rules-Based Routing

    • Percent Allocation:  Deliver calls based on available capacities at each location
    • Web Services:  Receive real-time routing instructions from your web services-like your CRM
    • Ordered-List:  Automatically route calls, in order
    • Emergency Override:  Quickly override complex routing configurations in case of an emergency
    • ANI Blocking:  Block specific callers from accessing your contact centers

    Time-Based Routing

    • Clock and Calendar:  Route calls based on time of day, day of week, and so on
    • Holiday:  Set specific dates or date ranges and route calls accordingly

    Menu-Driven Routing

    • Menu Selection:  Callers choose from a variety of menu options and are directed to the most appropriate destination. Especially helpful for businesses supporting multiple languages and/or agent skillsets.
    • Caller-Supplied Data:  Callers enter specific digits, such as account numbers, survey question responses, and so on, and calls are then routed for specialized handling 

    Calling Area Routing

    • Area Code/Prefix:  Direct calls based on the incoming area code
    • Calling Party:  Direct calls based on incoming telephone number

    Media Options

    • Pre-Messaging:  Deliver promotional or informational messages to callers before delivering callers to their intended destination
    • Post-Messaging:  Give callers an optional "closing message" with further instructions
    • Call Recording:  Listen to recorded calls to measure performance, improve training, ensure compliance and evaluate overall process
    • Information Whisper:  Provide agents with a "whisper" message before the call is connected

    Call Redirect and Transfer Options

    • Touchtone-Based Network Transfer:  Allows transfer via a touch-tone sequence
    • XML-Based Network Transfer:  Transfer XML web service calls to ICR using your on-site equipment
    • Conference: Bridge a third party into the call
    • Consult:  Place a caller on hold and bridge in a third party
    • Supervised Transfer:  The ICR platform "listens" to confirm call connection upon transfer; if not connected, the call returns to the platform for redirection
    • Ring No Answer: Pre-select a ring duration for calls transferred from ICR to your equipment
    • Busy: Detects busy signals triggered by the network or the customer 

    Self-Service Web Portal

    Make the most of your resources by configuring your call routing features to meet your business' needs. The XO self-service web portal provides:

    • Intuitive User Interface:Administrators can make changes to your ICR from web browser
    • Standard and Custom Reports:Show on call volume, call activity and more

  • Intelligent Call Routing is a sophisticated network-based service that routes calls to specific locations based on network-provided, caller-entered, or customer-supplied data.

    Intelligent Call Routing