Call Steering allows you to deliver a smoother customer-to-agent experience. It saves time and is easier for customers to use. It does so by reducing wait times and managing call queues more efficiently, providing an improved experience for the customer.
For example, let’s assume a customer calls into a Travel Agency and hears this recorded message: “Hello, you have reached Travel Agency XY. If you are interested in a specific destination, please say the name of the destination after the tone and you will be connected to an agent who can assist you with your query”. The system instantly analyses the customer’s speech and the call is automatically routed to the correct Agent.