Glossary – Call Routing

How call routing can increase productivity

Call routing began as a hardware based solution, but has since evolved, and is now mostly software based, and part of a computer telephony integration system (CTI). This is a tool that can automatically route calls to individuals, or place them in a queue based on predetermined qualifications. For those with CTI-based routing, users can adjust the routing qualifications to meet specific parameters of the company.

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