Opti Route provides call routing features and optimal agent selection based on:
- Expertise of the agent
- Number dialed (MSN)
- DTMF option selection (combined with Interactive Voice Response) or caller ID, (e.g. when existing customers need to be directed to their personal agent).
- Date and time (e.g. redirection to an automatic responder outside working hours, or redirecting emergency calls to agents on emergency stand-by).
- A complex combination of above parameters
- Enables outbound call routing through the most cost-efficient provider, based on country code, area code, or an ENUM service query, which returns carrier information for the specified number.
It can be used for cost optimization, where outbound call volume is significant, or for customer service quality improvement.