Build customer loyalty with intelligent inbound call routing
Route every inbound call to the right agent at the right time while automatically sending customer information to the agent’s desktop so they can resolve the issue quickly. Ensure each interaction is personalized by leveraging data from your IVR, CRM, and other sources.
Identify callers and connect them with the right agents
Match callers to the right agents with intelligent skill-based routing. You can direct callers to agents based on agents’ skills and/or experience levels to help ensure the issue is resolved in the first call.
Access native integrations with leading CRMs
When fully integrated with an industry leading CRM system, inbound call centers gain valuable information about callers even before agents pick up the phone. Thanks to CTI screen pops, customer details can be displayed on an agent’s screen to create a personalized call experience.
Experience tightly integrated IVR and ACD
Leverage customer data collected in the IVR and route through the ACD to the agent efficiently and effectively. Avoid having to repeat requests for customer details, making for happy customer and happy agents.
Intelligent call routing features
Automatic Call Distributor (ACD)
Interactive Voice Response (IVR) System
Computer Telephony Integration (CTI)
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