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Source-Based Call Routing

Route calls based on their origin to the right department, team, or agent for optimal handling.

What is Source-Based Call Routing?

Source-based call routing allows for custom routing of calls based on their origin, enabling prioritization and specialized handling. DialedIn's CCaaS enables you to set up numbers for special handling and send the inbound call to a specific queue or agent.

How It Works

Source Identification

Our system identifies the source of each incoming call, whether it’s the caller’s phone number, geographic location, or campaign source.

Routing Logic

Using predefined rules and intelligent algorithms, the system determines the most appropriate routing path for the call. This can be based on various factors such as agent specialization, department, or geographic location.

Real-Time Adjustment

The system continuously monitors call flows and makes real-time adjustments to ensure optimal routing and handling of each call.

Phone Number Routing

Phone Number Routing

Route calls based on the caller's phone number, allowing for VIP treatment or specialized handling.

Geographic Routing

Geographic Routing

Boost agent confidence and satisfaction by matching them with suitable calls.

Campaign Tracking

Campaign Tracking

Route calls from specific marketing campaigns to dedicated teams for better conversion tracking.

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Benefits of Source-Based Call Routing

Optimize your call center operations with intelligent source-based routing

Personalized Customer Experience

Personalized Customer Experience

Deliver tailored experiences based on caller source for improved satisfaction.

Reduced Wait Times

Reduced Wait Times

Prioritize high-value calls and optimize routing for faster service.

Specialized Agent Handling

Specialized Agent Handling

Direct calls to agents with expertise in handling specific call sources.

Improved Analytics

Improved Analytics

Track performance by call source for better business intelligence.

Enhanced Security

Enhanced Security

Identify and route potentially fraudulent calls for specialized handling.

Higher Conversion Rates

Higher Conversion Rates

Route marketing campaign calls to specialized sales teams for better results.

Source-Based Routing Use Cases

Real-world applications of source-based call routing

VIP Customer Handling

Identify and prioritize calls from your most valuable customers for premium service.

  • Priority queue placement
  • Routing to senior agents
  • Personalized greeting and handling
  • Identification of high-value customers

Campaign Tracking

Track and optimize performance of different marketing channels and campaigns.

  • Unique campaign phone numbers
  • Specialized agent scripts by campaign
  • Conversion tracking by source
  • ROI measurement for marketing spend

Regional Call Distribution

Route calls to agents based on geographic relevance and language requirements.

  • Local knowledge for better service
  • Time zone appropriate routing
  • Regional compliance handling

Ready to Optimize Your Call Routing?

Join thousands of businesses using DialedIn's source-based routing to improve customer experience

Request a Demo