Intent Based Call Routing

CSG’s Intent-Based Routing, powered by Microsoft Azure Cloud, allows you to streamline your contact center operations with smarter digital solutions. Speed up interactions with customers and improve IVR efficiencies. Increase first time call resolution and reduce repeat call volumes through simplified and accurate agent hand off. Make your agents' jobs easier and your customers happier.

Use customer journey data to power up the personalization of your virtual assistant. Use trending customer issues to identify pain points. Use customers’ contextual and behavioral data to fast-track them through the IVR to their predicted need.