Location-based Routing
Deliver a call to the right destination based on your caller’s location.
Deliver premium customer experiences with state and exchange-based routing
No matter where you want to direct your customers’ calls, our location-based routing solutions make it easy.
If you’re not sure which is the best fit for your business, we can create a custom solution to suit your needs.
Contact us to find out more!
Exchange-based routing
An exchange is at a system connecting telephone lines between callers. Telephone numbers with the same geographical location share the same exchange.
Our exchange-based routing solution allows you to automatically route calls made from fixed line or mobile phones to a location that is the most suitable for your customer.
State-based routing
State-based routing offers a broader and simpler form of routing compared to exchange-based routing. Calls are routed to a single answer point, following the rules you set for originating states and the corresponding locations to which your calls are routed. You can even route several states to a single location if you choose. Configuring a nationwide contact centre and customer service solution has never been so easy!
Location-based Routing in action
Hyper local: We can handle complicated
Square pegs and round holes – that’s what came to mind for Francis when he was trying to find a call routing system that worked for his business. Most companies had a specific way of doing it, and it seemed like it was up to him to organise his business around them. When he found Fonebox, it was a relief. He wanted state-based call routing for Tasmania and the Northern Territory, zone-based in Western Australia, and down to the suburb level in the other states. With Fonebox, he could do that, no problem.
Tailor-made call routing to match each unique location
A franchise business involves a delicate balance between consistency and independence. Service quality has to be high across the board, but every one of the 110 outlets in the Delaney franchise business has worked out the best way to handle incoming calls for themselves. Fonebox easily routes incoming calls to callers’ closest location, and then according to that specific outlet’s preference – whether it be to multiple phones simultaneously, to a mobile for 10 seconds before diverting to a landline, or any other preferred combination of features.
Handle calls with insight and intelligence
The right call routing solution depends on context. Mick’s roadside assistance customers have some very specific needs. Either they’re broken down and need help ASAP, in which case they’re calling from a mobile and need connection to the geographically closest roadside contact. Or they’re calling from a landline, for a less urgent reason, and postcode mapping allows them to choose the most convenient location for them. Fonebox covers both routing options, allowing Mick to serve his customers according to their needs.
Customise to your needs
Don’t settle for an off-the-shelf solution. We’re a diverse team with a single focus – connecting you and your customers so you can achieve premium results. We mix and match solutions based on time of day, campaign strategy, after-hours service and peak times.
