Best Intelligent Call Routing

IMPORTANT! As of January 1, 2021, telephony options are available only to Bitrix24 commercial plan users. Please see the Bitrix24 pricing page for current information.

Currently, Bitrix24 is the best intelligent call routing software available in the cloud. The reason is simple. We offer fully-featured telephony with all essentials of a professional call center. But we also have CRM, result analytics, website builder, other communication channels in the contact center, call team workspace with collaboration tools. Using just Bitrix24 you can set up your entire company from top to bottom!

What is an intelligent call routing engine? It’s a system that checks all incoming phone calls against your CRM records, identifying callers and connecting them directly to your agents who’s been assigned to these particular clients. It also displays not only the client's name but also the history of 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 the 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. Register now or check out videos, telephony and CRM manual for a quick start or contact Bitrix24 partner near you for a demo.