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Glossary

What is Customer Control Routing?

Customer Control Routing is the process of customizing customer experience by routing incoming calls to specific agents that can solve their specific issues.


For example: A customer calling the contact center of a travel ticketing website, wanting to book tickets is automatically transferred to the ticketing staff rather being sent to an operator.

It is achieved with the help of software wherein the caller is informed about the options at the beginning with the help of IVR.

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