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Intelligent Call Routing

Analytics-Driven, Adaptive and Real-Time Routing

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Accurate routing of calls with no or minimal transfers and delays is critical to overall customer satisfaction.

Deliver the Best Customer Experience from the First Call

AAIRR provides analytics-driven and automated call routing at the carrier network level, connecting customers to the right service center that can best provide the service they need.

Call routing requires the capture and analysis of Key Performance Indicators as well as considerations such as:

  • Available skills required to handle each call

  • Call queue sizes

  • Workload distribution

  • Distribution per certain schedules

  • Status of networks and systems

  • Contractual obligations such as traffic distribution

Using KPIs to Determine Next-Best-Actions

OnviSource schematic of how intelligent call routing works.

How Intelligent Call Routing Works Step by Step

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Multichannel Data Capture & Unification

Automatically in Real Time

AAIRR can access all systems engaged in customer service programs and retrieve user defined KPIs that are critical for evaluating the performance of centers and their ability to process service requests.


AAIRR collects raw data and then aggregates and unifies it to deliver consistent, categorized data that is usable for the next stage of processing. The unified data is organized for optimum presentation and use by network administrators.

Decision-Making Engine


Unified data is analyzed by AAIRR's AI-driven decision-making engine against user-defined rules. Actionable knowledge generated during other segments of the customer journey, such as during customer interactions and post-interaction surveys, is used to further analyze and improve routing decisions best suited for each type of customer.


Over time, rules are calibrated through Machine Learning. The decision made is linked to a routing action module that defines what changes need to be made in relation to the routing of customer requests.

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Verification & Launch of Actions

Network administrators have the option to verify and approve the decision and routing action before launching the action (via SMS or text alert). The action is then automatically launched. A complete audit trail of actions performed is available through historical records.

AAIRR provides a library of standard or customized interfaces with network routing devices, ACDs and other networks and systems in order to implement routing changes.

Standard & Customized Actions

Contact Us

Contact us for a consultation, information about our Intelligent Call Routing software solutions or to schedule a demo.

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