Call Center Routing

Improve Customer Satisfaction With Intelligent Call Center Routing Software

When customers call, they want answers—fast. CSG’s intelligent call routing software ensures every call is sent to the right agent the first time. Whether it’s based on skill, geography or time of day, our system gets the right people talking—without the long hold times. Streamline your inbound call routing, reduce dropped calls and deliver better outcomes across every conversation.

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Call Routing System Features to Help You Drive Sales and Deliver Superior Support

CSG’s intelligent call center call routing software helps you manage high volumes, complex needs and growing expectations with ease. Here’s what you get:

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Interactive Voice Response (IVR)

Guide callers with intuitive, customizable IVR menus. Let customers self-serve or route them based on their selections. Combined with intelligent call routing, IVR becomes a powerful tool to speed up resolution and reduce agent workload.

Call center team working in office

Skill-Based Call Routing

Send each caller to the agent best suited to help—based on skills, experience or past interactions. It’s faster for the customer and more efficient for your team.

Time- and Geo-Based Routing

Manage after-hours support or regional queues by routing calls based on time zones, business hours or caller location.

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Queue Management + Callback

Keep frustration low with smarter call queue strategies. Offer estimated wait times or let customers request a callback instead of waiting on hold.

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CRM Integration

Connect your call routing system with journey orchestration to surface real-time customer insights and journey context. Agents get context before they say “hello,” so they can personalize each call and resolve it faster.

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Real-Time Analytics + Journey Insights

Track key metrics—like call volume, wait time, abandonment rates and agent performance—to find what’s working and where to improve. Take insights even further with customer journey analytics that show where breakdowns happen upstream. Then you can fix the moments that lead customers to call in the first place.

Why Choose CSG?

Partner with CSG for your inbound call routing solutions to gain benefits such as:

Fast, flexible deployment

With extensive industry experience and expertise, we offer dependable solutions and knowledgeable support for businesses in numerous sectors.

Modular and scalable

Our software helps you adapt to changing call volumes or business requirements without disrupting your daily operations.

Proactive support

We’re proud of our responsive, dedicated support team, which is always ready to provide quick and effective resolutions.

Trusted by global leaders

Our solutions are trusted by global organizations across telecom, retail, financial services and beyond.

Ready to Upgrade Your Call Routing System?

Let’s connect. CSG’s call center routing software delivers smarter call handling, better outcomes and happier customers. Get a demo and see how we make incoming call routing effortless and efficient.

Schedule a demo