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Provide better customer experience with contextual routing

 Understand the context of customer interactions to achieve swifter resolutions.

An automated contextual routing system helps you understand what your customers want

Increase the value of conversations with an automated routing system based on customer profile, interaction history and intent.

Enrich customer satisfaction with an automated contextual routing system

Odigo contextual routing software

  • A tailor-made customer engagement strategy built on multiple routing and distribution rules.
  • Define and configure your automated routing system with rules for a clear and comprehensive interface.
  • Optimised routing rule development with pre-launch testing and analysis.
  • Improved average handle time (AHT), first contact resolution (FCR) and customer satisfaction (CSAT).

Add contextual routing efficiency to your contact centre

Intuitive interface 

A simple-to-use interface for setting up and refining the routing rules that put your customer engagement strategy into practice.

Time-sensitive routing rules

Configure your automated contextual routing system with rules to apply on specific dates and at specific times.

Data-rich routing decisions

Leverage data from your CRM or other business tools to automatically route customer interactions to the right agent.

Routing rule analysis

Simulate and validate your automated contextual routing system with rules before putting them into operation, and analyse the effectiveness of the rules currently in use.

Discover the benefits of contextual routing in our use cases

How contextual routing improves customer and agent experiences while increasing contact centre efficiency

What is the best way for a semi-public utility company to route customers to the right agent at the right time in order to drive customer loyalty and engage agents?

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See an Odigo automated contextual routing system in action

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  • Satisfying customer service
  • Improved agent support
  • Reduced Average Handle Time (AHT)
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Find out more about designing your call routing strategy

Automated call distribution

Optimise your operations to increase efficiency and reduce average handle times.

Skills management

Finetune your call routing strategy to connect your customers to the agents ideally suited to help them.

Behavioural targeting

Respond to customers’ online activity with automated prompts to chat with a bot or agent.