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The right agent, picked in advance.
AI matches every caller to the agent most likely to resolve their call, using what they need and how each agent has done before.
Illustrative scores
The first agent free is not always the best agent. Route for the outcome, not just the queue.
Predictive routing reads what each caller needs, looks at how each available agent has handled similar calls, and sends the call to the one most likely to resolve it.
- Callers reach someone who can help
- Agents get calls they are good at
- Priority callers are never stuck waiting
Say it your way. It gets understood.
Callers say what they need in their own words, and AI works out the intent, so there are no menu trees to climb before routing begins.
“I want to cancel my plan.”
- No menu trees
- Natural phrasing works
- Intent drives the match
The agent who wins this kind of call.
AI compares the caller’s intent with each available agent’s past results on similar calls, and matches the caller to the agent most likely to resolve it.
- Every agent has strengths
- Results on similar calls drive the pick
- Only available agents are considered
Illustrative results
Your best customers skip the line.
Predictive routing identifies high-value callers from your CRM and moves them to priority queues, before the match is even made.
- Recognised from the CRM
- Moved to the priority queue
- Matched to the best agent next
Illustrative
Illustrative agent pool
The right skills, then the best match.
Skills-based routing by language, product and skill level narrows the pool first. Predictive routing then picks the strongest agent from whoever is left.
- Language, product and level respected
- AI picks from the qualified pool
- No agent gets calls they can’t handle
Always somewhere to go next.
Overflow rules send calls to backup teams or AI agents when queues fill, and queue callbacks let callers keep their place in line.
- 1Best-matched agentThe agent most likely to resolve the call.
- 2Next best matchIf the first choice is busy.
- 3Backup teamAn overflow rule sends it on.
- 4AI agentPicks up when queues fill.
- 5Callback offeredThe caller keeps their place in line.
- No caller is ever stranded
- AI agents catch the overflow
- Callbacks keep their place in line
Illustrative fallback order
Hours and holidays, where they belong.
Business-hours, holiday and after-hours rules can be set per tenant, per site and per queue, so routing follows the day as it really runs. A closed office can send callers to an AI agent instead of a dead end.
- Per tenant, per site, per queue
- Holidays and after-hours built in
- No separate rule sets to maintain
Illustrative scopes
From idea to live routing.
Four steps take you from numbers to live routing, and you can watch calls follow the new flow the moment you publish. Change a rule later and the next call follows it.
- Map numbers
Assign inbound numbers to flows and tenants.
- Draw the flow
Build the IVR steps in the visual editor.
- Set routing
Choose skills, intents and VIP rules per queue.
- Publish
Push it live and watch calls follow.
Routing that fits the rest.
Predictive routing, answered.
It uses AI to match each caller to the agent most likely to resolve that type of call.
It compares the caller’s intent with each available agent’s past results on similar calls.
Yes. It identifies high-value callers from your CRM and moves them to priority queues.
No. It works alongside it, so language, product and skill level still count.
Overflow rules send calls to backup teams or AI agents, and queue callbacks let callers keep their place in line.
Put every caller with the right agent.
Talk to us about predictive routing for your contact centre.