Customer Success
Results That -Build Reliability
Phone Self-Service and Automatic Routing
Let customers help themselves with a phone assistant
A telephone assistant that takes the pressure off customer service and reduces phone queues
Let customers help themselves over the phone. ITX Phone Assistant answers questions, performs tasks, and resolves common inquiries automatically—around the clock. When a customer needs personal assistance, the solution identifies the need and automatically routes the call to the right agent or team. The result is faster service, shorter wait times, and more time for issues that require human expertise.
Shorter lines. Less manual work. Faster responses.
Dynamic routing turns the call flow into a self-service solution that can automatically handle simple and repetitive inquiries.
Fewer manual inquiries
Automate simple, repetitive questions before they reach customer service.
Automatically send the correct information
For example, send payment links, tracking information, operational notifications, or status updates via text message.
Use customer data to understand their needs
The call flow can use information about the customer, the case, or the customer’s region to select the appropriate next step.
Refer the customer when necessary
If the issue cannot be resolved automatically, the customer can be routed to the appropriate team, queue, or contact person with the appropriate priority.
What is dynamic routing?
Dynamic routing means that the call flow automatically adapts based on who is calling and what the customer is most likely to need help with.
Instead of all incoming calls being routed to the same queue, ITX can retrieve information from the customer card in the CRM solution, an external system, or an API call, and use this information to determine the next steps.
For example, the customer can get an answer directly within the phone flow, receive an text message with relevant information, or be forwarded to the appropriate team if the issue requires personal assistance.
Phone-based self-service that reduces wait times
Many phone calls are about the same questions: Where is my package? How much do I owe? When is the technician coming? Is there a service outage in my area? Who is responsible for my case?
With dynamic routing, such inquiries can be handled automatically within the call flow. If the answer is available in ITX or an external system, the customer can receive the information directly—without having to wait for a customer service representative.
Examples of information that can be sent automatically:
- payment link
- tracking link
- order status
- Information about outstanding amounts
- Installation Status
- Joint notification in the event of a malfunction or work in an area
- link to self-service
This provides customers with faster assistance and reduces the number of inquiries that must be handled manually.
How Dynamic Routing Works in ITX
Dynamic routing makes it possible to set up a call flow that uses customer data and keypresses to automatically assist the customer.
When a customer needs personal assistance
Some issues still need to be handled by people. In those cases, the call flow can ensure that the customer is routed to the right place right away.
ITX can use information about the customer, the issue, or past history to route the call to the right team, the right queue, or the right contact person. The call can also be prioritized if the customer has an important issue, a time-sensitive need, or high customer value.
This results in a better customer experience and less time spent on manual forwarding.
Examples of self-service in a call flow
If a customer has not been active for several months, the call can be routed to an employee or queue that handles member follow-up and customer retention.
If a customer has a time-sensitive inquiry—such as an imminent departure—the call can be prioritized or routed to the appropriate emergency response team.
If a customer calls because their internet isn’t working, the call flow can check whether the customer is affected by a known outage in the area. The customer can receive an automated message and a text message with a link to the latest status update on the issue.
Customers can get information about outstanding amounts, payment status, or payment links without having to wait in line. The call flow can also use the case status to determine which options to present to the customer.
Customers can enter their order number or reference number to receive tracking information, check their order status, or be directed to the appropriate product department.
If a customer needs to block their card, this option can be clearly displayed as a menu choice in the call flow. Customers receive prompt assistance around the clock, without having to wait for regular customer service.
What does this mean for the customer service center?
Self-service options in the call flow allow the customer service center to spend less time on simple questions and more time on inquiries that require human judgment.
When simple questions are resolved during the call flow, the customer service center receives fewer repetitive cases. Customer service representatives can spend more time on complex inquiries, while customers receive faster responses and a better experience.
A Smarter Switchboard with Self-Service Features
With dynamic routing, incoming calls can be more than just queues and menu options. The call flow can use data, context, and customer status to make smarter decisions automatically.
This provides customers with faster assistance, gives employees a better workday, and enables the company to deliver more efficient customer service.
FAQ
What data can be used to route calls?
Calls can be routed based on, for example, customer status, case status, reference number, previous inquiries, location, department, outstanding payments, or information from the customer profile in ITX and other systems.
How does dynamic routing work in ITX?
Dynamic routing in ITX works by having the call flow use information about the caller, key presses, reference numbers, or data from an HTTP lookup to determine the next steps. For example, the call can be sent to the correct queue, prioritized, routed to a specific department, or handled via an automated text message.
Can ITX use data from external systems in the call flow?
Yes. ITX can make HTTP requests to external systems that offer APIs. These could include, for example, a CRM system, an order system, a payment system, a debt collection system, a line-of-business system, or other third-party systems that contain relevant customer or case information.
What types of inquiries can be automated?
Typical inquiries that can be automated include questions about payment links, order status, tracking, outstanding balances, installation information, general announcements, or other repetitive questions for which the answer is available in a system.
Can dynamic routing reduce the number of customer service inquiries?
Yes. Dynamic routing can reduce the number of customer service inquiries by automating simple and repetitive questions. When a customer receives a response via text message, email, or an automated workflow, the issue does not necessarily need to be escalated to a customer service representative.
What is an HTTP lookup in a switchboard?
An HTTP lookup in the switchboard means that the call flow retrieves information from an internal or external system before the call is routed further. ITX can use the response from the lookup to determine whether the customer should be placed in a specific queue, given higher priority, receive an SMS, or be forwarded to a different flow.
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What Our Customers Say
“ITX helps us manage our customer interactions efficiently and reliably. For several years, they have provided us with robust technical solutions and excellent support. We are proud of our partnership with ITX.”
“For us, ITX is at the heart of everything we do on a daily basis. Our collaboration with ITX is—to use a very strong word—simply exceptional. The people behind ITX are always available to you, are proactive, understand your needs, know the customers we work with every day, and are always one step ahead. ITX isn’t just a supplier to us—it’s a natural part of everything we do.”
"We've been using ITX for 4 years. It's a very simple system that provides a complete overview of all inquiries for every single customer. Overall, the system is rock-solid. A no-brainer!"
"The fact that we can discuss our challenges and get customized solutions that work for us has worked out very well with ITX."
“We sat down with ITX via Teams and drew up a wish list as long as a painful year, including integrations with AutoStore robots, Visma Business, and EDI systems, among others. After one month of development based on the list we’d written, ITX delivered 100% on time and at the agreed-upon price—on the first try.”
What Our Customers Say
“ITX helps us manage our customer interactions efficiently and reliably. For several years, they have provided us with robust technical solutions and excellent support. We are proud of our partnership with ITX.”
“Our collaboration with ITX is—to use a very strong word—exceptional. The people behind ITX are always available to you, are proactive, understand your needs, know the customers we work with every day, and are always one step ahead. ITX isn’t just a supplier to us—it’s a natural part of everything we do.”
"We've been using ITX for 4 years. It's a very simple system that provides a complete overview of all inquiries for every single customer. Overall, the system is rock-solid. A no-brainer!"
"The fact that we can discuss our challenges and get customized solutions that work for us has worked out very well with ITX."
“We sat down with ITX via Teams and drew up a wish list as long as a painful year, including integrations with AutoStore robots, Visma Business, and EDI systems, among others. After one month of development based on the list we’d written, ITX delivered 100% on time and at the agreed-upon price—on the first try.”
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