A Guide to Intelligent Call Routing
24th November 2025
Why intelligent call routing matters
Few things frustrate customers more than being passed from agent to agent or waiting endlessly in a queue. Every unnecessary transfer or delay chips away at trust and satisfaction. Traditional call routing methods often fail to meet modern expectations -leaving customers feeling like just another number.
The good news? There’s a smarter way. Intelligent call routing puts the customer first, using data and automation to ensure every interaction is handled quickly, accurately and personally.
What is intelligent call routing?
In plain English, intelligent call routing is a system that uses real-time data to direct calls to the best possible agent or resource. Unlike basic hunt-groups or skill-based routing, it considers factors like:
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Customer history and previous interactions
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Detected intent (why they’re calling)
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Agent skills and current availability.
This means customers get connected to the right person faster, without unnecessary transfers.
How intelligent call routing works
Here’s a simple example of an intelligent routing journey:
1. Customer intent detection
The system identifies why the customer is calling – via IVR, chatbot or past interactions.
2. Agent matching
It checks which agents have the right skills and who’s available.
3. System integration
Pulls data from CRM and other platforms to personalise the experience. The result? A seamless handoff that feels effortless to the customer.
Why intelligent call routing improves customer experience
Intelligent routing is all about making interactions personal and efficient. Benefits include:
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Reduced wait times: Customers reach the right agent faster
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Higher first-contact resolution: Fewer transfers mean quicker problem-solving
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Better use of agent time: Skills are matched to needs, improving productivity
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Boosted satisfaction: Customers feel valued, not lost in a queue.
86% digital patient engagement with AI-powered automation and intelligent call routing
Common call routing challenges – and how to fix them
Even advanced routing can stumble without the right foundations. Common issues include:
Data silos blocking visibility and poor integration between systems
Integrate systems for a single view of the customer
Overly complex routing logic that’s hard to maintain
Keep routing logic simple and scalable
Lack of testing and optimisation
Test regularly and use analytics to refine
Omnichannel routing
Intelligent routing isn’t just for voice. It works across chat, email and messaging, ensuring customers get consistent experiences no matter how they reach out to you.
Making every interaction count with Liberty Converse
Intelligent routing isn’t just about technology – it’s about treating people better. Liberty Converse makes it easy to implement intelligent routing in your existing contact centre setup, helping you deliver faster, more personalised service.
Ready to rethink your routing strategy?
About the author
Nicky Hjerpe
Head of Product Marketing and Campaigns
With over 25 years of experience in B2B marketing, Nicky has built a career around connecting people with technology in a way that’s meaningful and practical. The last decade and a half of her journey has focused on customer-facing software and service technologies – helping organisations improve how they engage with and support the people they serve. At Netcall, Nicky heads up Product Marketing and Campaigns, where she brings together product insight, market understanding and customer perspective to shape messaging and go-to-market strategies. She works closely with cross-functional teams to ensure that what Netcall delivers is both valuable and clearly understood.