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Intelligently distribute calls across teams, locations, and skill groups to minimize wait times and maximize resolution.
Call Routing & Queuing from SofMatic ensures that every inbound call reaches the best available person to handle it. The system evaluates caller identity, intent, priority, agent skills, current queue depth, and time-of-day rules to make real-time routing decisions that optimize both caller experience and operational efficiency.
Beyond simple round-robin distribution, the platform supports skills-based routing, VIP priority lanes, overflow rules, geographic routing, and scheduled routing changes. Callers waiting in queue hear estimated wait times, position updates, and can opt for a callback instead of holding.
For multi-site organizations, the system distributes calls seamlessly across locations and remote agents, creating a unified experience regardless of where staff are physically located. Supervisors get live dashboards showing queue health, agent availability, and service levels in real time.
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Everything you need to transform your operations with Call Routing & Queuing.
Match callers to agents based on language, expertise, certification, or any custom skill tag to ensure the best possible outcome.
Configurable queue behavior with estimated wait times, position announcements, callback options, and overflow rules.
Route calls across multiple offices, branches, or remote agents as if they were a single contact center.
Automatically identify VIP callers, urgent cases, or high-value accounts and fast-track them to senior agents.
Get started in just a few simple steps.
Set up skill groups, priority tiers, time-of-day schedules, and overflow policies using the routing configuration panel.
Tag agents with skills, set availability schedules, and configure capacity limits for each team or individual.
Set hold music, wait time announcements, callback thresholds, and voicemail fallback options for each queue.
Use live wallboards and dashboards to track queue depth, service levels, and agent status across all locations.
Real impact you can see from day one.
Intelligent distribution and overflow management dramatically reduce the time callers spend waiting in queues.
Routing to the right agent the first time means more issues are resolved without callbacks or escalations.
Balanced workload distribution ensures agents are productively engaged without being overwhelmed.
Explore more solutions that work great with Call Routing & Queuing.
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Build dynamic, AI-enhanced phone menus that route callers to the right destination on the first try.
Detect issues before they impact your business with proactive monitoring, intelligent alerting, and automated remediation.
See how Call Routing & Queuing can transform your operations. Get a personalized quote tailored to your business needs.