Skill-Based Call Routing
Matches the caller's query type to agents with the specific expertise to handle it — billing queries go to billing, technical issues go to tech support. Reduces transfers, increases first call resolution.
The right agent answers — every single time
Stop bouncing customers between agents. DialShree’s smart call routing connects every caller to the person best equipped to help them — instantly, automatically, every time.
Faster first response
Higher first call resolution
Lower cost per call
Agent productivity gain
Every Call Routes Smarter with DialShree
Whether you're handling 100 calls a day or 100,000, these routing methods make sure every customer lands with the right person.
Priority Based Call Routing
High-value customers are identified from CRM data and given a shorter IVR, skipped queue position, or direct connection to a dedicated agent. Works even during peak call volume.
Predictive / AI-powered Routing
The most advanced method. Uses machine learning to analyse caller data, agent performance history, speech analytics and real-time sentiment to match each caller with the agent most likely to resolve their issue — not just the most available or most skilled. Can detect frustration levels and route accordingly.
Behaviour-Based Routing
Routes based on what the customer has done recently — a customer who just made a purchase goes to a different queue than someone with an overdue payment. Pulls real-time data from the CRM at the moment of the call.
Sticky Agent Routing
Customers shouldn't have to re-explain their problem every time. If a customer spoke to a specific agent recently, the system tries to reconnect them to that same agent.
IVR-directed routing
The customer navigates a menu (press 1 for billing, 2 for support) and the selection determines which queue or agent group receives the call. Often the first step before ACD logic kicks in.
Emergency Call Routing
Bypasses all normal rules when an urgent or critical call is detected — triggered by IVR input, caller ID or keyword. Connects immediately to any available agent and alerts the supervisor in real time.
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