Call routing
If you get lots of inbound calls, then you need a phone system that makes call routing simple and efficient. Luckily, Dialpad's AI-powered collaboration platform does precisely that—and a lot more! Signup takes just a few minutes, and you'll be set up with a virtual phone number too.
Easy setup
From making changes to your call routing rules, to porting numbers or buying toll-free numbers, you can do it all in Dialpad through your online account.
Different types of call routing
With Dialpad, you can route to the agent who's been idle the longest, or according to a fixed order, or based on skill level—just to name a few options. You can even route to voicemail or other departments, and specify how long you want calls to ring for before defaulting to the call queue!
Custom greetings
Upload or record a custom greeting to let callers know how they can route themselves to the right department. You can even upload custom voicemail greetings—all in your online account.
Fallback options
Any calls that go unanswered will be routed to your fallback option—you can set that to go directly to voicemail, to another department, or to an automated response menu.
Call routing rules by department
Set call routing rules for different departments. Once you’ve set your business hours for each department, you can tailor the call routing rules to how their agents are set up. For example, you may want to do direct routing for customers calling about basic renewals, but choose skill-based routing for customers calling about trickier things like canceling their service or refunds.
Built-in analytics
Understand how your contact center is performing with analytics that show call volume patterns, average speed to answer, missed calls, call duration, and more. Dialpad even lets you track which IVR (Interactive Voice Response) options are being used most frequently so that you can continuously refine your IVR menu.
Multilingual greetings
If you've got customers with different language preferences, then you'll need a call routing system that supports that. Dialpad's IVR menu languages span English, Spanish, French, Japanese, German, and more.
Want to try a call routing system?
Sign up for a free 14-day trial to get set up with a virtual business phone number and try Dialpad's call routing for yourself!
Integrations with your favorite tools
Dialpad integrates with CRMs like Salesforce and HubSpot to automatically log activities and calls, and lets you embed a CTI dialer right inside these tools too.
In-queue callback
A very important call management feature to have, in-queue callbacks are important for the customer experience because it gives your callers the option of hanging up and getting a call later. Hey, not everyone can wait around on hold all day.
Day-and-night coverage
Have customers and callers in different time zones? Dialpad's call routing features make sure to route calls to an available person in real time—no matter what time of day it is.
Need better routing for your contact center or call center?
Get flexible routing options, real-time call analytics, WEM features, and more with Dialpad Support. Book a product tour to see how it can work for you!