Right Ticket.Right Agent.Right Time.
Telvanta Smart Ticket Routing automatically analyzes, prioritizes, and routes tickets to the most suitable agent — so every customer gets faster, smarter resolutions.
- AI-powered intent & priority detection
- Multi-channel smart routing
- Skills-based agent matching
- Escalation & fallback rules
- Workload balancing in real-time
- SLA-aware routing
- No credit card required
- 14-day free trial
- Cancel anytime
Works across every channel
Why Teams Love Smart Ticket Routing
Faster Resolutions
Tickets reach the right agent instantly, reducing response and resolution time.
Higher Productivity
Agents work on the right tickets based on skills and availability.
Happy Customers
Customers get accurate help from the right experts the first time.
Balanced Workload
Distribute tickets evenly and prevent agent overload.
SLA Protection
SLA-aware routing ensures commitments are always met.
Smarter Over Time
AI learns from every interaction to route even better.
How Smart Ticket Routing Works
From incoming ticket to the right agent in seconds.
Ticket Received
Ticket arrives from any channel or source.
AI Analyzes
AI detects intent, category, priority, sentiment & more.
Finds Best Match
Matches with the best agent based on skills, availability & workload.
Routes Instantly
Ticket is auto-assigned to the chosen agent.
Resolves Faster
Agent resolves the ticket and customer is happy!
Intelligent Routing Rules
- Intent & Keyword Matching
- Agent Skills & Expertise
- Workload & Availability
- Customer Priority & SLA
- Location & Language
- Round Robin / Load Balance
- Escalation & Fallback Rules
- VIP & Repeat Customer Rules
- IfIntent = Payment IssueANDPriority = High
- ANDAgent Skill = PaymentsANDAvailable
- Then Route toAnita GurungPayment Specialist
- Routed Successfully
AI Routing.
Human Results.
- Real-time decision making
- 100% rule & SLA compliance
- Custom rules for your business
- Continuous learning & improvement
- Detailed routing insights & reports
Real Impact. Measurable Results.
65%
Faster First Response Time
40%
Increase in Agent Productivity
50%
Reduction in Manual Routing
90%+
Customer Satisfaction Improvement
2.5x
More Tickets Handled Per Agent
Perfect for Every Industry
Smart Ticket Routing adapts to your business and your customers.
Frequently Asked Questions
Route Smarter.
Resolve Faster
Let Telvanta Smart Ticket Routing deliver every ticket to the right agent at the right time.
- No credit card required
- 14-day free trial
- Cancel anytime