Route to the RightSkill. Solve Faster.Delight Every Customer.
Telvanta Skill based Routing matches every request with the agent who has the right skills, experience, and availability—so customers get expert help on the first interaction.
- Skills & expertise matching
- Priority & SLA based routing
- Intelligent load balancing
- Multi-skill & fallback logic
- Real-time availability check
- Better CSAT & first call resolution
- No credit card required
- 14-day free trial
- Cancel anytime
Works across every channel
Why Skill based Routing Matters
Connect every customer with the right expert—every time.
Expert Resolution
Customers get help from experts who truly understand their issue.
Faster Resolutions
Reduce handling time and improve first contact resolution.
Higher Customer Delight
Right answers, right time, every time.
Optimized Workload
Distribute tickets based on skills & capacity for balanced performance.
Better SLA Adherence
Meet SLAs with intelligent routing and real-time prioritization.
Data-Driven Decisions
Gain insights on skills performance and continually improve.
How Skill based Routing Works
Intelligent matching in just a few seconds.
1. Request Received
Customer raises a request from any channel.
2. Analyze & Identify
AI analyzes intent, category and required skills.
3. Match Best Agent
System finds the best agent based on skills, availability & workload.
4. Route Instantly
Ticket is routed to the most suitable agent in real-time.
5. Resolve & Improve
Issue is resolved and insights help AI learn and get smarter every day.
Powerful Routing Capabilities
- Multi-skill matching
- Agent proficiency levels
- Business hours & time zone awareness
- Priority & SLA based routing
- Real-time availability & workload
- Fallback & overflow routing
- Custom skills & routing rules
- Routing performance analytics
Routing Dashboard
Top Skills Performance
| Skill | Requests | Resolved | FCR | SLA Met |
|---|---|---|---|---|
| Billing | 842 | 768 | 88% | 97% |
| Technical Support | 1,124 | 965 | 86% | 95% |
| Refunds | 342 | 318 | 89% | 98% |
| Orders & Shipping | 634 | 589 | 84% | 96% |
The Right Skill.
The Right Agent.
The Right Time.
- Intent detection & classification
- Skills & expertise matching
- Real-time availability check
- SLA & priority aware routing
- Continuous learning & optimization
Real Impact. Measurable Results.
40%
Faster First Response Time
35%
Increase in Agent Productivity
50%
Improvement in First Contact Resolution
2.5x
More Tickets Resolved Per Agent
90%+
Customer Satisfaction Improvement
30%
Reduction in SLA Breaches
Built for Every Industry
Deliver expert support experiences across industries.
Frequently Asked Questions
Route with Intelligence. Resolve with Excellence.
Let Telvanta.ai connect every customer to the right expert and deliver exceptional support at scale.
- No credit card required
- 14-day free trial
- Cancel anytime