Intelligent Routing

Smart rules and ‘best-available’ decisions to drive great customer service

At a Glance

Intelligent Routing
Route according to a wide range of criteria
Intelligent Routing
Minimise customer wait time
Intelligent Routing
Automatic decisions for the best possible outcome

The Impact Of Intelligent Routing

The challenge for inbound customer service operations is to resolve customer queries in the fastest possible time. Softdial Contact Center™ (SCC) enables speed, efficiency and excellence to meet these goals, ensuring a smooth customer experience.

SCC routes incoming customer contact sessions to the most suitable agent at that moment, making decisions in real-time according to a range of factors. For an overview of how this is done, see Optimised Inbound Routing (PDF).

Sophisticated routing decisions

When a session (voice, chat, SMS or other) enters the contact center, decisions must be made about what to do with it. SCC offers flexibility in all these decisions.

They can be made based on:

  • CLI – Calling Line Identity (telephony), or sender ID/ ‘from’ address (text-based)
  • DNIS – Dialed Number Identification Service (telephony), or destination ID/ ‘to’ address (text-based)
  • IVR choice – the voice caller making a selection, e.g. pressing ‘0’ for Reception
  • Chatbot response – the chatter entering their ID number
  • 3rd party software/ web service response – a list of possible agents is presented to an external process, which returns a selected agent/ queue
  • Any field in any database/ web service – information can be retrieved on which to base a decision, e.g. past spending level
  • Customer contact history – which agent(s) they have interacted with before
  • Agent skills – e.g. French speaker
  • Agent status – e.g. not scheduled for a break or other work
  • Contact center status – e.g. current performing against all SLAs
  • Speech – e.g. the caller saying ‘Account balance’

All these decisions can be specified and combined using Softdial Pathfinder™.

Intelligent routing in SCC

This video demonstrates how the factors above affect inbound routing decisions in a dynamic media blending environment.

The result is a significant reduction in wait times for priority and repeat customers, a more personalised experience and provides the agent with the information to cross-sell or upsell products.


Sytel’s enhanced skills-based routing means our customers are now connecting with the same agents they have previously dealt with and, most importantly, trust.

We are very happy with how our reputation for excellent customer service has sky rocketed in the past few months.

IVR design

IVR is often the first contact customers have with a supplier, so clear, effective IVR design is paramount. SCC enables clear and precise IVR design by using visual flow charts within Softdial Scripter™, a single tool to design and deliver even the most complex IVR flows.

For a more in-depth look at SCC’s IVR capabilities visit IVR, Conversational AI and Chatbots.


Many of our customers have gone from queue wait times of 5 minutes and upwards unattended, to being attended to within a few seconds.

Needless to say they’ve noticed the difference and have reflected this in the immensely improved feedback they’ve provided.

In-queue scripts

Softdial Contact Center™ (SCC) allows tasks to be performed on an inbound call while it is in a queue, e.g. perform look-ups against external data, provide information to a caller or even allow a caller to interact with an IVR.

Find out more >>


Customers leave voicemail using SCC’s inbuilt voice recording facility. This can then be automatically emailed to a recipient, or sent to an inbound email campaign, for further prompt action.

See also …

Preferred Routing

Connecting to an agent with a previous successful relationship with the customer

Softdial Pathfinder™

Simple building blocks to allow the development of any kind of routing rules, for any media, for realtime deployment

Advanced Routing

Highly complex rules and conditions to be applied to session flow for all media types

Advanced Routing Examples

Five use case examples showing how Pathfinder may be used to optimise the customer experience

What We Offer

Sytel Limited develops and supplies Softdial Contact Center® (SCC), offering multimedia, multichannel, fully blended cloud contact center solutions, for quick and easy deployment by partners offering CCaaS or enterprise users. All Sytel cloud components are secure, resilient and scale seamlessly from 10 agents to 10,000+, whether local, mobile or remote.

  • Flexible Contact Center Platform

    Softdial Contact Center™ – tightly integrated modules, designed to deliver at scale

  • Blended Media Desktop

    Fully customisable, multi-channel, multi-session workspace

  • Work Anywhere

    Browser-based tools, no software installation required

  • Cloud Or On-Premise, Multi-Tenant

    Scalable, resilient, secure, proven

  • Customise, Localise, White Label

    Design all user interfaces to individual requirements

  • Integration Via APIs

    ‘Swap out’ components and integrate with 3rd party apps

  • World Class Development

    Continuous evolution pushing technical boundaries


Softdial Contact Center™ (SCC) is designed to be flexible, extensible and scalable, integrating with any legacy equipment, and meeting the most complex of requirements.

  • All Media Types

    Voice, chat, email, social, etc – fully integrated and blended

  • Agent Multi-Tasking

    Work with multiple live contact sessions of any media type

  • Dynamic Media Blending

    Automated, ‘best available’ decisions to blend and balance work load across all media types

  • Predictive Dialing

    Best-of-breed performance under compliance

  • Intelligent Routing

    Smart rules and ‘best-available’ decisions to drive great customer service

  • Agent Scripts

    Help agents achieve and maintain excellence

  • Voice and Screen Recording

    See and hear exactly how agents are interacting

  • Analytics and Data Feeds

    Measure and evaluate performance at every level

  • IVR, Bots & Conversational AI

    Design effective automated flows or integrate with 3rd party providers

  • Customer Journey Tracking

    Stored customer contact history, to aid routing and add context to conversations


A complete suite of tools, with unique flexibility to extend and swap out modules to deliver a tailored contact center solution for any environment

  • Softdial One™

    Highly flexible unified web UI for agents, supervisors and administrators

  • Softdial Scripter™

    Create complex process flow scripts for agents, IVR, chatbots and other applications

  • Sytel AI Dialer™

    Best-of-breed predictive dialing under any compliance rules

  • Softdial Pathfinder™

    Precise routing rules for ‘best available’ connection

  • Softdial Media Server™

    Core telephony functions to manage all inbound/ outbound SIP calls

  • Softdial Reporter™ 5

    Fully customisable performance stats, charts and reports, across all channels

  • Softdial Publisher™

    Comprehensive data output to build your own reports

  • Softdial Recording Monitor™

    Audio and screen recording of agent activity to ensure the highest standards

  • Softdial Campaign Manager™

    Comprehensive configuration and control for outbound campaigns

  • Softdial Repository™

    Central storage and configuration of common resources

  • Sytel Global Compliance™

    Flexible ‘no contact’ rules to protect contact center and consumer


Performance and efficiency for a wide range of business applications

  • Customer Service

    Connect quickly to well equipped agents

  • Sales & Telemarketing

    Maximise agent productivity with best-of-breed predictive dialing

  • Healthcare

    Secure, highly-configurable multichannel communications for excellence in patient care

  • Market Research

    Best-of-breed predictive dialing with CATI integration

  • Collections

    Automated inbound/ outbound blending integrated with any debt management app