Call Routing

Complex? Challenging? Impossible? When it comes to call routing requests, we've never encountered a challenge we couldn't conquer.

Establishing the right connections to drive lasting impressions

At Fonebox, we understand the fine balance between operational efficiency and exemplary customer service. The good news is, you can have both, with intelligent, dynamic call routing that connects your customers to exactly the right person - no matter how complex the rules behind that connection.

Delight customers

Connect with your customers immediately and create the best first impression possible. We'll handle the complexities so you can start the conversation in exactly the right way.

Transform how you do business

Your employees, your rules, your vision - we'll transform how you do business by delivering a solution that meets all your needs. There's literally no limit to our routing capabilities. The impossible is made possible with Fonebox.

Adaptive, intelligent call routing

Smarter than artificial intelligence

We believe that any system that learning is destined to fail. That's why our call routing solutions aren't just smart, efficient and, integrated; they also employ “adaptive intelligence."

They combine real time smarts with the expertise of experienced business analysts and solution architects and deep insights from huge amounts of timely data, to deliver a solution that outsmarts artificial intelligence.

Platform intelligence

We make the unpredictable predictable

One negative experience may be all it takes to lose a customer. So Orbit makes sure it doesn't happen. Orbit is our proprietary back-end, which drives real time, predictive routing decisions based on thousands of data points and business rules. Ultimately this ensures callers speak to exactly the right support resources. It also means you can constantly refine and personalise your customer journey.

Human intelligence

A human touch enhances delivery

Our proprietary technologies are, quite simply, unmatched. But they're only one piece of the puzzle. It's the combination of that technology with the industry's most talented business analysts, solution architects and account managers that really sets us apart. Together, they deliver a level of add intelligence and know-how that no platform, alone, could ever fully replace. Your Fonebox team will be constantly refining your routing solutions to ensure your business never stands still.

Decision intelligence

Capture new insights to drive new refinements

Gain a true understanding of how your customers' actions lead to outcomes, so you can start plan and execute more effectively, and avoid the pain of oversights. Thanks to Fonebox's comprehensive call reporting and customer behaviour data, you can make better decisions, and develop ever smarter and more appropriate routing solutions to delight your customers.

Experience adaptive intelligence

Call routing that keeps getting smarter

Our solutions are designed to react and adapt to different call types and situations. That same level of flexibility is consistent across all Fonebox services. We provide a host of call routing features, and they're just the starting point for endless possibilities. Would you like to combine routing capabilities? Perhaps you have a bespoke solution in mind? Tell us what you want and we'll build it for you. There is no such thing as impossible.

Types of Call Routing

Call Forwarding

Make sure your incoming leads never go unanswered. Call forwarding is the perfect solution if your business isn’t capturing all of its incoming calls.

Time and day based routing

Time and date routing enables you to automatically route your incoming calls to other locations during your out-of-office hours.

Postcode prompting

Postcode prompting ensures your callers go through to the right office or outlet, even if they’re calling from a completely different suburb or state.

Preset Call Menu & IVR

Let your customers transfer a call via a simple menu selection. When callers select a menu item, it identifies, segments and routes them to the ideal service for their situation.

Business Routing

Automatically direct calls depending on the time. Send callers to one answering point during business hours and another one after hours.

Exchange-Based Routing

Exchange based routing automatically connects your callers with their local store or office, based on the telephone exchange their call came through.

We deliver complex routing solutions

Why the customer journey is important

These days, customers can reach a business faster, and in more ways, than ever before. With so many potential touch-points, your business needs an integrated system to efficiently manage resources while delivering a seamless, positive customer experience. Our call routing solutions are a constantly evolving ecosystem of people, software, hardware and experience that do exactly that. And, along the way, they help identify any pain-points in your customer journey, allowing your business to refine and adapt its processes as needed.

We make complex routing solutions easy

Our team of in house specialists thrive on solving your business challenges. We love the tricky requests, no matter how complex your situation may appear.

Keeping you connected with your customers

Build customer loyalty by developing and fostering rich human relationships with your callers. We'll help you deliver reliable service and consistent quality customer interactions.

Never miss a lead with the Fonebox call management system

We take away the need to manually monitor calls and assign skill-sets in real-time. Missed calls are a thing of the past. Take advantage of key intelligence and capitalise on all of your leads.

New to Fonebox?

New to Fonebox?

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