Currently, Bitrix24 is the world’s only free intelligent call routing software available in cloud. The reason why we give away our ICR software is simple - we make money via
phone number rental
outbound phone calls
from over 900,000 call centers, individuals and small business owners who signed up with Bitrix24 over the past four years.
What is intelligent call routing engine? It’s a system that checks all incoming phone calls against your CRM records, identifying the callers and connecting them directly to your agents who’s been assigned to these particular clients. It also displays not only client name but also history of recent interactions and transactions so that your employee can greet the caller by the name and guess why the person is calling.
Another important part of intelligent call forwarding solutions is automatic call distribution system (ACD). This system deals with phone calls from people who are calling you for the first time. Typically calls are distributed evenly among all agents who aren’t currently engaged in a conversation, but you can also enable simultaneous call distribution (SCD) option. When it is chosen, the call is routed to all available employees simultaneously and the first to respond continues the conversation. SCD is enabled when call response time is critical to your business.
The third part of intelligent call management is phone hour settings. These settings determine what should happen when clients call at night, on weekends or during holidays or other times when your business is closed. Available options include voice mail, call forwarding to mobile phone number or auto-hangup. Call recording is available inside Bitrix24 for both incoming and outbound phone calls.
Please note that Bitrix24 telephony is not limited to just intelligent call transfers.
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