Call Routing Software - Free With CRM Integration

IMPORTANT! As of January 1, 2021, telephony options are available only to Bitrix24 commercial plan users. Please see Bitrix24 pricing page for current information.

If you search for free call management software or a free call management system, you'll see that Bitrix24 is the only solution on the market. Because we make money via phone number rental, outbound phone calls, and SIP connector, we can give you call management features absolutely free.

Why do you need Bitrix24 call routing software?

The primary goal of any business is to deliver prompt and efficient customer support. And here’s call routing will be of help. Skills-based routing matches callers with the right agent who is best equipped to handle their specific issue based on their skills or expertise. This way, by transferring calls:

• Call routing improves customer service by providing a structured approach to call handling.
• Advanced call routing enhances call handling efficiency for businesses.
• Call routing reduces unnecessary transfers between departments, improving operational efficiency.

A cloud-based solution

One of the main benefits is that most modern call routing options are cloud-based, eliminating the need for pricey hardware. Cloud-hosted call solutions generally require less capital investment and offer flexibility for remote work.

They are also a great solution for remote teams that need to manage call flows. Cloud-based solutions for call systems are easier to use out of the box.

Analytics of inbound and outbound calls

The best call routing software blends intelligent call distribution with tracking and analytics:

• Call tracking tools help businesses understand which marketing campaigns are driving phone leads.
• Analytics and reporting provide basic insights on call volume and agent performance to understand call center efficiency.
• Call management software improves customer service by providing valuable call analytics data.
• Call management systems enhance sales and marketing efforts by providing call analytics data and insights. This allows sales teams to make data-driven decision.
• Basic reporting and analytics dashboards provide insights into metrics such as call volumes and wait times. Real-time analytics is a feature in many call management systems that helps businesses track performance metrics.

Features of the Bitrix24 advanced call routing system

• Any call management system starts with ACD – automatic call distribution. Bitrix24 offers routing setup options for both even call distribution (where incoming calls are distributed evenly among employees according to a set order) and simultaneous call distribution (where all available agents hear the ring, and the first one to respond continues the conversation). Simultaneous ring allows multiple phones to ring at the same time for immediate answers.
• If your agent hasn't logged in to Bitrix24 or taken a break, they will be automatically excluded from the queue until they log in again.
• Interactive Voice Response (IVR) is an automated system that greets callers and directs them to the right department or agent.
• Bitrix24 also gives you ICR – intelligent call routing. Intelligent call routing connects callers to agents knowledgeable about their past interactions. Because Bitrix24 is a system that unifies CRM data and call center in a single call management solution, phone calls from existing clients are automatically routed to the employee assigned to that client in CRM. Caller ID automatically matches the phone number with client records and account managers within the CRM. Calls from new clients whose numbers aren't yet logged inside the CRM are routed according to queue settings.
• Basic queue management allows for the setup of simple call queues and managing the flow of incoming calls. Call queuing features allow calls to be placed in a queue when agents are busy, with the option for customers to request a callback instead of holding.
• Missed phone calls (i.e., phone calls made on weekends or holidays) can automatically create new leads within the CRM that need to be followed up on by your employees during the next workday.
• Time-based routing directs calls based on the time of day they are received. Naturally, Bitrix24 allows you to set your own phone hours (also known as business hours) and determine what happens to phone calls made during off-hours (voicemail, call transfer, or automatic hang-up).
• Geographic call routing connects callers with local representatives automatically. This allows to perform customer support from multiple locations.
• Internal employee extension numbers (also known as DID, or direct inward dialing) are available as well.
• All phone calls can be automatically logged and recorded.

Optimized for small business use, Bitrix24 works seamlessly with your existing phone number (via SIP connector), and you can also rent phone numbers in over 50 different countries. You can rent local ($4 per month), toll-free ($6 per month), and international phone numbers ($11/mo).