Hello everyone, I've been exploring Freshcaller for our company's call management system, and I'm particularly interested in optimizing our call routing strategies. I've set up basic routing based on time-of-day and agent availability, but I'm looking to delve deeper into the advanced routing capabilities.
Could someone provide insights or a step-by-step guide on how to implement advanced call routing using Freshcaller? Specifically, I'm keen to understand:
- How can I set up intelligent routing based on caller demographics, such as location or language preferences, to ensure they reach the most suitable agent?
- What are the best practices for implementing skills-based routing to match callers with agents possessing specific expertise or proficiency?
- Are there options within Freshcaller to create custom routing logic based on previous caller interactions or CRM data?
- Is it possible to create complex routing scenarios, like cascading rules or conditional routing, to ensure calls are directed efficiently?
- Can Freshcaller integrate with other platforms or tools to enhance call routing, such as CRM systems, chatbots, or AI-driven applications?
Any real-life examples, experiences, or detailed explanations about utilizing Freshcaller's advanced call routing features would be greatly appreciated. I'm eager to optimize our call handling process and provide our customers with a seamless experience. Thank you in advance for your valuable insights!