Route Smart.Respond Fast.Delight Always.
Telvanta Smart Routing ensures every customer request reaches the right person at the right time across the right channel — automatically.
- AI-powered routing
- Real-time availability
- Skills & expertise matching
- Priority & SLA based routing
- Workload balancing
- Multi-channel intelligence
- No credit card required
- 14-day free trial
- Cancel anytime
Intelligent Routing Across Every Channel
Why Smart Routing Matters
The right conversation. Right expert. Right time.
Faster Resolutions
Reduce response time by connecting queries to the best available expert.
Higher CSAT
Customers get help from experts who understand their issue.
Balanced Workload
Distribute tickets evenly and prevent agent overload.
SLA Protection
Meet SLAs with priority routing and real-time monitoring.
More Efficiency
Automate manual assignments and focus on what matters.
Data-Driven Insights
Analyze routing performance and continuously improve.
How Smart Routing Works
AI + Rules work together to deliver the perfect match.
1. Receive Request
Customer reaches out from any channel.
2. Analyze & Understand
AI analyzes intent, topic, priority, channel & more.
3. Find Best Match
System finds the most suitable agent using skills, availability & workload.
4. Route Instantly
Ticket is routed automatically to the right agent in seconds.
5. Resolve & Learn
Issue is resolved and insights help the AI get smarter every day.
Routing Overview
Recent Routing Activity
| Ticket ID | Channel | Intent | Priority | Agent | Routing Time | Status |
|---|---|---|---|---|---|---|
| #TK-48291 | Billing | High | John D. | 1.8s | Routed | |
| #TK-48290 | Live Chat | Login Issue | Medium | Neha K. | 2.2s | Routed |
| #TK-48289 | Refund | High | Rahul S. | 2.5s | Routed | |
| #TK-48288 | Order Issue | Medium | Priya M. | 2.1s | Routed | |
| #TK-48287 | Phone Call | Technical | High | Arjun P. | 2.8s | Routed |
Powered by AI.
Perfected by Rules.
- AI intent detection & classification
- Skills & expertise matching
- Real-time availability check
- Priority & SLA based routing
- Round-robin & load balancing
- Custom rules & conditions
- Learning & feedback loop
Real Impact. Measurable Results.
65%
Faster First Response Time
35%
Increase in Agent Productivity
50%
More Tickets Resolved Per Agent
2.5x
Better SLA Compliance
90%+
Customer Satisfaction Improvement
Built for Every Industry
Smart Routing adapts to your team, customers, and goals.
Frequently Asked Questions
Route Smarter. Resolve Faster.
Empower your support team with intelligent routing and deliver exceptional customer experiences, every time.
- No credit card required
- 14-day free trial
- Cancel anytime