Inbound Call Flow

Inbound Call Flow

Call routing


Calls can be routed based on almost any data:

  • Automatically based on any attributes of the call
  • Sorted based on call actions in IVR
  • Using data retrieved from CRM, Helpdesk or other systems

This means that calls are handled as efficiently as possible using dynamic data: e.g. time of call, number dialed, territory, whether the user has a saved email address, etc. In addition, caller interaction with menu options in the IVR helps find the query type – the reason for their call. This gives you the power to make sure that calls are routed to the right service quickly, and that the customer experience is optimized.

Welcome message


You have complete control of the audio experience through the babelforce platform, You can create any kind of call flow and decide dynamically what audio files to play at what point. Use multiple audio files to customize welcome messages and cover all possible situations, for example, calls arriving outside business hours or on holidays. You can also test at the beginning of a call if the right agents are going to be available or not and then decide which type of welcome and other messages to play.

Use Prompt Players with further routing options to welcome the caller in different languages and mark the beginning of an outstanding customer experiences.

Queues and selections


Have complete control over how your inbound calls are queued and routed.

Set up agent queues and configure all queuing and routing aspects: order, ring times, recordings, and more. Then, group agents or give them skill or attribute tags, and automatically make agent selections with condition-based triggers. Multiple selections can be made to produce a queue of the most suitable agents for the particular call in real time.

Your business rules are directly implemented and automated in your call handling processes. Make multiple queues and selections work together to maximize agent resource efficiency and optimize core metrics like AHT and CSat.

Waiting experience


No more endless elevator music. Use individual routing, IVR and audio applications to break up the waiting experience. This allows you to provide callers with channel shifts to web or SMS and play informational audio or music prompts via IVR menus, all whilst the best agent is found.

Use condition-based triggers in the waiting experience to test calls for wait time, agent availability and more – then decide whether to send it to another queue or offer an alternative phone services: call-back and voicemail.

CTI - screen pop up


All data associated with a call is available on the babelforce platform. Through deep data integrations this data can easily be shared with your other core business tools: Helpdesk, CRM and ERP among many others.

Create and update tickets, cases or customer records automatically for inbound calls. You have complete control on how you populate tickets and other objects with customer and call data. You can then assign the ticket or case to the relevant agent and you can decide exactly what data is pushed instantly to the agent taking the call. You can setup this computer telephony interface (CTI) functionality in any way you like.

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