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Telvanta
LIVE CONTROL

Intelligent Decisions.
Perfect Routing.
Every Time.

Telvanta's Decision & Routing Engine uses AI and business rules to route every conversation to the right person, team or bot in real time—maximizing efficiency and customer satisfaction.

  • AI-powered intent & context understanding
  • Multi-level routing with business rules
  • Skills, capacity & priority-based routing
  • Smart fallback & escalation handling
  • Real-time load balancing & optimization
  • Full visibility & control in one place
Explore Pricing
A live routing console showing incoming conversations matched to agents and teams by intent, skills and capacity, with the rules that decided each hop.
No credit card required
Setup in minutes
Cancel anytime

Route conversations across all channels

WhatsAppInstagramFacebookLive ChatEmailSMSVoice CallsTelegramMore

Route with intelligence. Not guesswork.

Intent-Based Routing

AI detects customer intent and routes to the most relevant destination.

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Skills & Expertise Match

Connect customers with agents who have the right skills and experience.

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Real-time Capacity Check

Consider agent availability and workload before routing.

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Priority & SLA Rules

Route high-priority conversations faster with SLA-aware rules.

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Context & History

Use past interactions and customer data for smarter decisions.

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Fallback & Escalation

Automatically handle fallbacks and escalate when needed.

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Customer data, conversation history, intent, channel context, business rules, team data, live capacity and SLA feeding a One Brain decision hub that routes to the best agent, team, bot, queue, external system, escalation path or fallback action.
THE TELVANTA DIFFERENCE

One Brain. Smarter Routing. Better Experiences.

Our Decision & Routing Engine is powered by Telvanta's One Brain—combining AI, data and business rules to make the best routing decision in real time.

  • 360° customer view in every decision
  • AI + rules for accurate routing
  • Continuous learning & self-optimization
  • Unified routing across all channels
  • Full control with real-time visibility

How Decision & Routing Engine works

1

Detect

Capture incoming conversation from any channel.

2

Understand

AI analyzes intent, context and customer data.

3

Evaluate

Engine evaluates agents, teams, rules and capacity.

4

Decide

Best destination is selected in real time.

5

Route

Conversation is routed seamlessly.

6

Optimize

Learn and improve with every interaction.

Built for every team

Customer Support

Resolve issues faster with smart agent routing.

Sales Teams

Connect leads to the right sales rep instantly.

Contact Centers

Improve AHT and CSAT with intelligent distribution.

Retention Teams

Route at-risk customers to specialist agents.

Operations

Monitor and optimize routing in real time.

IT & Admins

Configure rules, permissions and routing strategies.

Seamless integrations

SalesforceHubSpotZoho CRMFreshdesk
PipedriveGoogle AnalyticsMicrosoft TeamsSlack
+ More Integrations

Enterprise-grade security & reliability

End-to-end Encryption
Role-based Access
GDPR Compliant
Secure Data Centers
99.9% Platform Uptime

Route every conversation to the right destination.

Deliver faster resolutions, happier customers and smarter operations with Telvanta.

  • No credit card required