{"id":47943,"date":"2021-06-29T10:48:57","date_gmt":"2021-06-29T17:48:57","guid":{"rendered":"\/us\/en\/blog\/?p=47943"},"modified":"2025-03-13T06:11:54","modified_gmt":"2025-03-13T13:11:54","slug":"contact-center-omnichannel-routing","status":"publish","type":"post","link":"\/us\/en\/blog\/contact-center-omnichannel-routing\/","title":{"rendered":"Quick guide to contact center omnichannel routing"},"content":{"rendered":"<p><strong>Highlights:<\/strong><\/p>\n<ul>\n<li aria-level=\"1\">Today\u2019s customers reach out to contact centers through a variety of channels<\/li>\n<li aria-level=\"1\">Omnichannel routing automatically matches customer queries with the right agent, based on skills and availability<\/li>\n<li aria-level=\"1\">Omnichannel routing improves the customer experience and boosts agent productivity for a more efficient, effective <a href=\"https:\/\/www.ringcentral.com\/contact-center.html\">contact center<\/a><\/li>\n<\/ul>\n<hr \/>\n<p>Gone are the days when customers would only contact you via telephone. Today, they\u2019re reaching out to you via SMS, chat, email, and even video. Your contact center needs to be able to handle that traffic effectively so the customer gets to the right agent.<\/p>\n<h2>What is contact center omnichannel routing?<\/h2>\n<p><a href=\"https:\/\/www.ringcentral.com\/omnichannel-routing.html\">Contact center omnichannel routing<\/a> directs contact center queries across a range of service channels.<\/p>\n<p>Today\u2019s businesses offer their customers a multitude of platforms through which to connect. Customers send emails, make phone calls, film video, and fire off chats with ease. They expect their concerns and questions to be handled quickly and effectively across all these channels.<\/p>\n<p>Omnichannel routing sends those customer queries to the right agent, ensuring that no one gets lost in the shuffle. It goes beyond just routing phone calls to agents \u2013 contact center omnichannel routing encompasses channels like email, text messages, social media, and live chat.<\/p>\n<p>Market-leading contact center software incorporates omnichannel routing to save time, money, and frustration so that customer queries are handled by the right person.<\/p>\n<hr \/>\n<p>\ud83d\ude03<b>\u00a0 <\/b>\ud83d\ude20<b>\u00a0 <\/b>\ud83d\ude23<b>\u00a0 Your first chance to make a good impression is your only chance to make an impression <\/b>\ud83d\ude03<b>\u00a0 <\/b>\ud83d\ude20<b>\u00a0 <\/b>\ud83d\ude23<\/p>\n<p>1\/3 of your customers will leave after just one <b>bad<\/b> experience! See how RingCentral contact center helped these 6 companies better serve their customers<\/p>\n<div class=\"download-form-widget enterprise-download-form\" data-url=\"https:\/\/netstorage.ringcentral.com\/ebook\/how-rc-helped-6-companies.pdf\" data-id=\"69d497abd7776\" id=\"69d497abd7776\">\n\t\t<button tabindex=\"on\"  on=\"tap:69d497abd7776.toggleClass(class='open')\" class=\"open-modal-download-action download-form-button\" type=\"submit\">Get the eBook<\/button><\/p>\n<div class=\"download-form-modal\">\n<div class=\"download-form-modal-body\">\n<div class=\"download-form-modal-content\">\n<div class=\"download-form-modal-title\">How RingCentral helped these 6 companies better serve their customers<\/div>\n<form class=\"download-form ENTERPRISE\" method=\"post\">\n<div class=\"download-form-part\">\n\t\t\t\t\t\t\t<input class=\"download-form-input\" aria-label=\"Full Name\" aria-required=\"true\" aria-invalid=\"false\" type=\"text\" name=\"fullname\" placeholder=\"Full Name\" data-dl-events-hover=\"true\" data-dl-element=\"text\" data-dl-additional-info=\"enterprise download form\">\n\t\t\t\t\t\t<\/div>\n<div class=\"download-form-part\">\n\t\t\t\t\t\t\t<input class=\"download-form-input\" aria-label=\"Email (please enter a work email address)\" aria-required=\"true\" aria-invalid=\"false\" type=\"email\" autocomplete=\"on\" name=\"email\" placeholder=\"Email (please enter a work email address)\" data-dl-events-hover=\"true\" data-dl-element=\"email\" data-dl-additional-info=\"enterprise download form\">\n\t\t\t\t\t\t<\/div>\n<div>\n\t\t\t\t\t\t\t<input type=\"hidden\" name=\"popup_form\" value=\"1\">\n\t\t\t\t\t\t<\/div>\n<div>\n\t\t\t\t\t\t\t<input type=\"hidden\" name=\"Lead_Entry_Source__c\" value=\"RC Blog Enterprise\" class=\"download-form-input\"\/>\n\t\t\t\t\t\t<\/div>\n<div class=\"download-form-part\">\n\t\t\t\t\t\t\t<button class=\"download-form-submit\" type=\"submit\" data-dl-element=\"button\" data-no-auto-dl=\"true\" data-dl-additional-info=\"enterprise download form\" data-dl-name=\"Take me to it\">Take me to it<\/button>\n\t\t\t\t\t\t<\/div>\n<\/p><\/form>\n<p> \t\t\t\t\t<button on=\"tap:69d497abd7776.toggleClass(class='open')\" role=\"button\" tabindex=\"0\"  class=\"download-form-modal-close\"><\/button>\n\t\t\t\t<\/div>\n<div class=\"download-form-modal-thank\"> Happy reading!<\/div>\n<\/p><\/div>\n<\/p><\/div>\n<\/p><\/div>\n<hr \/>\n<h2>How does omnichannel routing work?<\/h2>\n<p>Omnichannel routing is, at its heart, intelligent routing. It uses machine learning, a type of artificial intelligence, to recognize message intent.<\/p>\n<p>When a message comes in, an automatic contact distributor finds the best agent available to handle the query. We\u2019ll illustrate with an example.<\/p>\n<p>Ethan recently bought a smart fridge. This morning, he saw an error code on the display. He sends a chat message to the manufacturer. The manufacturer\u2019s contact center uses intelligent routing for all incoming messages, regardless of the channel.<\/p>\n<p>Machine learning helps the intelligent routing solution interpret Ethan\u2019s question. It recognizes the error code, and sends the message to Jake, an agent who has experience dealing with these issues. All of this happens within moments, so Ethan doesn\u2019t realize that his query is being routed to the right agent.<\/p>\n<p>Jake receives Ethan\u2019s query seconds after he sends it. He\u2019s familiar with this error code, and he quickly responds to Ethan\u2019s message. With Jake\u2019s help, Ethan fixes the issue.<\/p>\n<div class=\"rc-subscribe\" id=\"new-rc-subscribe\"  style=\"background-image:url('\/us\/en\/blog\/wp-content\/themes\/ringcentral\/assets\/images\/temp\/subscribe.png')\">\n\t\t<button class=\"close js-popup-close\"><svg class=\"icon_close_mobile\" width=\"20\" height=\"20\"><use xlink:href=\"#icon_close_mobile\"><\/use><\/svg><\/button><\/p>\n<div class=\"rc-subscribe__wrapper\">\n<div class=\"rc-subscribe__wrapper_text\">\n<h3 class=\"rc-subscribe__title h2\">Stay informed with RingCentral<\/h3>\n<div class=\"rc-subscribe__subtitle\">Subscribe to our emails for the latest blogs, events, and exclusive content on AI-powered communication solutions. Stay ahead with insights and tips from the leader in trusted AI communications.<\/p>\n<p>\t\t\t\t\t<a href=\"https:\/\/www.ringcentral.com\/legal\/privacy-notice.html\" target=\"_blank\" data-dl-name=\"Privacy Notic\" data-dl-element=\"link\" data-dl-additional-info=\"social\" rel=\"noreferrer noopener\">Privacy Notice<\/a>\n\t\t\t\t<\/div>\n<\/p><\/div>\n<div class=\"rc-subscribe__wrapper_form\">\n<form class=\"\" data-event-init=\"true\" novalidate data-js-form>\n<div class=\"rc-subscribe__row\">\n\t\t\t\t\t\t<input\n\t\t\t\t\t\t\t\tname=\"email\"\n\t\t\t\t\t\t\t\tplaceholder=\"Email address *\"\n\t\t\t\t\t\t\t\ttitle=\"Must be valid email. example@yourdomain.com\"\n\t\t\t\t\t\t\t\tminlength=\"4\"\n\t\t\t\t\t\t\t\tmaxlength=\"255\"\n\t\t\t\t\t\t\t\ttype=\"email\"\n\t\t\t\t\t\t\t\trequired\n\t\t\t\t\t\t\t\tpattern=\"[a-z0-9._%+\\-]+@[a-z0-9.\\-]+\\.[a-z]{2,}$\"\n\t\t\t\t\t\t\t\tclass=\"field__control\"\n\t\t\t\t\t\t\t\tautocomplete=\"on\"\n\t\t\t\t\t\t\t\taria-required=\"true\"\n\t\t\t\t\t\t\t\tdata-dl-events-hover=\"true\"\n\t\t\t\t\t\t\t\tdata-dl-element=\"email\"\n\t\t\t\t\t\t\t\tdata-dl-additional-info=\"LET'S WORK TOGETHER\"\n\t\t\t\t\t\t\t\taria-label=\"Email address *\"\n\t\t\t\t\t\t\t\taria-errormessage=\"email-subscribe-errors\"\n\t\t\t\t\t\t><br \/>\n\t\t\t\t\t\t<span class=\"field__errors\" id=\"email-subscribe-errors\" data-js-form-field-errors><\/span>\n\t\t\t\t\t<\/div>\n<div class=\"rc-subscribe__row\">\n\t\t\t\t\t\t<select\n\t\t\t\t\t\t\t\tname=\"Country__c\"\n\t\t\t\t\t\t\t\trequired\n\t\t\t\t\t\t\t\tclass=\"field__control\"\n\t\t\t\t\t\t\t\taria-required=\"true\"\n\t\t\t\t\t\t\t\taria-expanded=\"false\"\n\t\t\t\t\t\t\t\taria-label=\"Country *\"\n\t\t\t\t\t\t\t\taria-errormessage=\"country-subscribe-errors\"\n\t\t\t\t\t\t><option value=\"\" disabled=\"disabled\" selected=\"selected\">Country<\/option><option value=\"Canada\">Canada<\/option><option value=\"United_States\">United States<\/option><\/select><\/p>\n<p>\t\t\t\t\t\t<span class=\"field__errors\" id=\"country-subscribe-errors\" data-js-form-field-errors><\/span>\n\t\t\t\t\t<\/div>\n<div class=\"rc-subscribe__row\">\n\t\t\t\t\t\t<button type=\"submit\" data-event-init=\"true\">Subscribe<\/button>\n\t\t\t\t\t<\/div>\n<\/p><\/form>\n<\/p><\/div>\n<\/p><\/div>\n<div class=\"confirm-form\" role=\"status\" aria-live=\"polite\" style=\"display: none;\" aria-hidden=\"true\">\n<div class=\"confirm-form__text\">Thank you for your interest in RingCentral<\/div>\n<\/p><\/div>\n<\/p><\/div>\n<h2>What are the benefits of contact center omnichannel routing?<\/h2>\n<p>Omnichannel routing has the following benefits:<\/p>\n<ul>\n<li aria-level=\"1\">Improved agent productivity<\/li>\n<li aria-level=\"1\">Shorter wait times<\/li>\n<li aria-level=\"1\">Lower abandon rates<\/li>\n<li aria-level=\"1\">Reduced average handle times<\/li>\n<li aria-level=\"1\">Higher customer satisfaction<\/li>\n<\/ul>\n<h3><img decoding=\"async\" class=\"aligncenter size-full wp-image-47944\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2021\/06\/smiling-woman-on-the-phone.jpeg\" alt=\"Smiling woman on the phone\" width=\"540\" height=\"360\" \/><\/h3>\n<h3>Better agent productivity<\/h3>\n<p>Omnichannel routing increases agent productivity by matching customer interactions with agents who have the right skills, knowledge, and experience.<\/p>\n<p>Instead of waiting for interactions, or fielding questions that are simple and don\u2019t enable agents to drive value for the organization, agents receive questions that draw on their knowledge and skills. They\u2019re kept busy handling questions that demonstrate ROI on agent training.<\/p>\n<h3>Shorter wait times<\/h3>\n<p><a href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/ways-to-automate-customer-experience-in-your-contact-center\/\">Twelve percent of Americans<\/a> say their top frustration with customer service is a lack of speed.<\/p>\n<p>Intelligent routing automates the process of matching agents with queries. It\u2019s seamless \u2013 customers won\u2019t even know they\u2019re being transferred to the right person.<\/p>\n<h3>Lower abandon rates<\/h3>\n<p>When customers spend too long waiting for an agent to assist them, they hang up. That\u2019s known as abandonment. Your abandonment rate measures how many customers abandon the interaction before an agent answers them.<\/p>\n<p>Omnichannel routing lowers your abandonment rate because it shortens wait times. Customers connect with the right agent faster.<\/p>\n<h3>Reduced average handle time<\/h3>\n<p>\u201c<a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/average-handle-time-call-center\/\">Average handle time<\/a>\u201d refers to the average amount of time that an agent spends handling a customer interaction. Omnichannel routing lowers average handle time.<\/p>\n<p>Here\u2019s why: omnichannel routing sends the interaction to the right agent \u2013 the agent with the right skills, experience, and knowledge to deal with the issue. That means the agent spends less time trying to figure out what\u2019s wrong.<\/p>\n<p>The average handle time metric can be an important indicator about the health of your contact center. Average handle times that are longer than industry average might be a symptom of poor agent training. Omnichannel routing decreases that risk, because it ensures the interaction goes to the right agent every time.<\/p>\n<h3>Higher customer satisfaction<\/h3>\n<p>Research from CITE revealed that <a href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/ex-cx-why-theyre-better-together\/\">41% of customers<\/a> stopped using a service or product after they were bounced from agent to agent during a <a href=\"https:\/\/www.ringcentral.com\/call-center.html\">call center<\/a> interaction.<\/p>\n<p>With intelligent routing, there\u2019s no bouncing. The customer\u2019s query goes to the right agent every time, regardless of the channel. That leads to more satisfied customers \u2013 they\u2019re getting what they need, the first time they contact you. Moreover, they feel confident that each interaction with your contact center will give them what they need.<\/p>\n<h3>Omnichannel routing in RingCentral\u2019s contact center software<\/h3>\n<p>RingCentral builds in omnichannel routing to its contact center software. That saves companies time, effort, and money.<\/p>\n<p>RingCentral\u2019s holistic, cloud-hosted contact center solution streamlines customer support by automating intelligent routing, no matter what channel customers use. Moreover, the robust platform allows you to:<\/p>\n<ul>\n<li aria-level=\"1\">Integrate business tools such as CRMs, so agents have access to crucial data<\/li>\n<li aria-level=\"1\">Merge customer profiles across platforms, making it easier for agents to understand the customer and their issues<\/li>\n<li aria-level=\"1\">Optimize agent schedules, so agents with the right skill sets are available to handle customer queries<\/li>\n<li aria-level=\"1\">Analyze agent performance and engagement to maximize agent effectiveness<\/li>\n<li aria-level=\"1\">Handle customer interactions through a wide range of channels<\/li>\n<\/ul>\n<p>With RingCentral\u2019s contact center software, companies offer agents and customers alike a better experience: one in which agents make use of their skills, and customers get the help they need quickly.<\/p>\n<section class=\"show-demo\">\n<div class=\"title\">\n\t\t\tImprove your contact center with omnichannel routing\t\t<\/div>\n<div class=\"flex-container button-container {{ $description ?: 'spacing' }}\">\n<div class=\"flex-container description\">\n<div>\n\t\t\t\t\tRingCentral\u2019s omnichannel routing improves your contact center by ensuring customer calls are routed to the appropriate agent from the beginning, which boosts customer satisfaction.\t\t\t\t<\/div>\n<\/p><\/div>\n<div class=\"button-wrapper\">\n                                            <button onclick=\"window.open('https:\/\/www.ringcentral.com\/view_demo.html', '_blank'); return false;\" class=\"show-demo-button\" data-dl-name=\"show-demo\" data-dl-element=\"button\" data-dl-additional-info=\"show demo button\" data-no-auto-dl=\"true\">Get a Demo<\/button>\n                                    <\/div>\n<\/p><\/div>\n<\/section>\n","protected":false},"excerpt":{"rendered":"<p>Highlights: Today\u2019s customers reach out to contact centers through a variety of channels Omnichannel routing automatically matches customer queries with the right agent, based on skills and availability Omnichannel routing improves the customer experience and boosts agent productivity for a more efficient, effective contact center Gone are the days when customers would only contact you &#8230;<\/p>\n","protected":false},"author":29,"featured_media":47945,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[18390,4],"tags":[],"class_list":["post-47943","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-communication-and-collaboration","category-customer-experience"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v19.3 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Quick guide to contact center omnichannel routing | RingCentral Blog<\/title>\n<meta name=\"description\" content=\"This quick guide to contact center omnichannel routing explains what it is, how it works, 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