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Intelligent call routing

“Welcome to our customer support. Press 1 for sales, press 2 for technical support or press 3 for partnerships-related questions. Please wait until one of our agents is connected to your call.”

Route incoming calls automatically based on priorities or current workload of your customer support agents. With LiveAgent, the most reviewed and #1 rated help desk software for SMBs in 2019, call routings are a breeze.

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What is call routing?

Call routing is a feature that automatically distributes incoming calls of your customers to a specific agent, department or a queue based on your preferred criteria inside of your cloud based call center software. Companies can gain the complete control over the flow of the inbound calls by defining the conditions and choosing if they will be distributed randomly or assigned to an agent with the highest priority.

Call routing is also know as Automated Call Distribution (ACD).

Who benefits from the call routing?

Businesses of all sizes that receive incoming calls on a regular basis and want to provide the best customer service can enjoy the benefits of implemented call routing.

Medium-sized businesses, large and enterprise companies can benefit from the priority assignment to make sure, that all calls are handled by skilled agents in the right department. Deploying other features of the built-in call center such as internal calls, IVR or call tranfers can increase the benefits even better.

Small businesses, solopreneurs and freelancers can take advantage of random assignment and other advanced features of call center such as video chat or IVR.

Call routing
How does call routing work

How does call routing work?

Call routing, or automated call distribution, appears each time an inbound call is initiated by your customers. At the beginning, they hear an automatic welcoming message or a request to stay on the phone and wait until one of the agents is assigned. If there are customers already waiting in a queue, they hear the music and are asked to stay online. Once they queue is cleared the call starts.

Core features of call routing

Random assignement

Random assignment

All new incoming call from your customers will be assigned randomly to one of your available agents for a call. You can define the department, where the calls should be routed in settings.

Call routing time

Routing time

Define the number of seconds after which the call is routed to another agent. Calls are routed to random order of agents. Lower the first call resolution by decreasing the wait time.

Priority assignment

Priority assignment

The new call will be automatically assigned to a free agent with the highest priority and longest time since the last call. Utilize the availability of your agents to the maximum.

Maximum queue time

Maximum queue time

Determine the maximum time limit an incoming call stays in a queue. After the defined time is up, call will continue in offline section of your IVR.

4 business benefits of intelligent call routing


Increased customer satisfaction

Intelligent call routing can create a more personalized, efficient and better customer experience. This results in increased happiness.

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Saved time of your support agents

By priority assignment you can build on the skills and knowledge of your free agents. This helps them focus on their strengths.

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Reduced operational costs

Maximising the potential of your support agents while lowering the idle time results in reduced operational costs.


Fast and accurate contact

Connecting the customer in queue with the available agent as fast as possible can be handled in matter of seconds.

Interactive voice response included

Automate your workflow by setting up your own Interactive Voice Response (IVR) in just 5 minutes. Create unique IVR tree and provide even better, more customized and personalized customer experience. Interactive Voice Response is a great way to speed up you customer support and fasten the first call resolution of issues.

Direct your customers to the right department and agents by giving them options to briefly describe their problems in advance.

Interactive voice response
Make use of unlimited call recordings

Unlimited voice recordings

LiveAgent provides you the opportunity to store all of your voice communication with customers for legal or support purposes. Play, download or get back to them anytime during the whole duration of your account to serve even better customer support. We do not limit you on the amount or lenght of each of the voice recordings.

Use LiveAgent for...

LiveAgent adapts to your company size and industry. We’ve been helping organizations of all sizes and types. Check what is their experience with using our solution.

Business pages

Business Solutions

Start-ups & Corporations



Edu & NGO

Industry Solutions

Industry Solutions

Ecommerce & Services

Travel & Accommodation

Marketing & Telco


Reasons why companies made a switch to LiveAgent

  • erik quote

    “It’s so rich in functions and beat my 5-year zendesk subscription. So I switched. Very good value for me as small business owner.” Albert

  • john quote

    I first tried out Zendesk but after hours of configuration and understanding the price model i realized that it was not for me. Instead I started using LiveAgent and must say I’m so far very satisfied. The system got exactly the right amount of configuration that I want and I have not yet found something that is not possible to do. The support itself is great and usually answer your questions in a couple of minutes.” Erik

  • ross quote

    “We moved to LiveAgent from ZenDesk… and wouldn’t go back… It’s amazingly affordable pricing and always helpful support team who are their to help us 24×7. Secondly, the advanced level of automation which has literally replaced our need for Zapier as there’s good amount of integrations. Plus they also give so many alias emails to connect that too very easily.” Aaron

  • mark quote

    “We and our clients were constantly having trouble with ZenDesk, but after looking at different options, we chose LiveAgent based on user reviews and its price.” Adam

  • john quote

    “I used ZenDesk for years and I was tired of these “ticket-style” emails and that I can’t attach files to my emails, only send links. What I like in LiveAgent: it sends emails (not tickets), I can attach files, organize the flow of emails easier than in ZenDesk, can chat and manage emails from the same window. Also, LiveAgent supports spreadsheets in its emails and has a great support team.” Vlad

  • bianca quote

    “We switched to this system after many years of using ZenDesk. The functionality is awesome: contact forms, live chat, databases, integration with social networks – all in one service and all these modules are well thought out and competently interact with each other. I liked that the service works stably even on mobile platforms (after ZenDesk this is a huge plus for us).” Olga

  • erik quote

    “Tried various solutions including Zendesk, Freshdesk and more. Then found LiveAgent. Great tool, good value for money, ease to use, great support and help to implement. And now, after several years of use, it is still the best choice for support tool that we could have done.” Michal

  • anthony quote

    “I have used many other help desk system before such as LiveZilla, Zopim, Zendesk, Freshdesk,, and etc. LiveAgent has beaten them in every way due to its pricing, features, customer support, and mobile features.” Harrison

The fairest pricing

Get the built-in call center software that includes intelligent call routing and IVR for a price of an average dinner for two people.

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For large businesses and enterprise companies

$39 /mo

You Will Be in Good Hands!

Do you know what Huawei, BMW, Yamaha and O2 have in common? You guessed right… LiveAgent!

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What is the Call routing feature in LiveAgent?

The call routing feature in LiveAgent ensures that each customer gets to the correct department. Moreover, it can distribute calls by your company's priority. As a result, it automates and provides a quality customer experience.

How does the call routing work in LiveAgent?

LiveAgent offers different types of call routing since each company has different preferences. For instance, you can distribute calls randomly or based on your priority.

How can you benefit from using the Call routing feature in LiveAgent?

The feature evenly distributes calls, but it can also route calls to preferred devices. Thus, your customers can reach the support even if you are on the go. Overall, call routing saves time, increases customer satisfaction, and promotes customer retention.

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