No one enjoys being transferred multiple times during a customer service call. Traditional manual call routing often leads to long queues, frustration, and low first call resolution (FCR) rates. NFON’s AI-powered Contact Center revolutionises this experience by instantly directing customers to the right agent based on intent, urgency, and sentiment.
The pitfalls of manual call routing
Manual routing systems rely heavily on static IVR menus and human judgment, which can result in:
- Long wait times – Customers are stuck navigating complex menu trees.
- Multiple transfers – Calls bounced between departments before reaching the right person.
- Low FCR rates – Issues that aren’t resolved the first time lead to repeat contacts.
These inefficiencies frustrate customers, drain agent time, and drag down your overall service quality.
AI-powered intelligent routing: A game changer
NFON’s Contact Center employs cutting-edge AI to take the guesswork and the friction out of routing:
- Natural Language Processing (NLP) – Understands the customer’s issue from what they say (or type) and routes accordingly.
- Sentiment analysis – Picks up on tone and urgency to prioritise emotionally charged or time-sensitive calls.
- Real-time decision making – Instantly connects customers with the best-fit agent or support path based on context.
- Omnichannel integration: Whether a customer reaches out via phone, email, chat, or social media, NFON Contact Center ensures consistent and efficient routing across all channels.
It streamlines routing decisions, reducing friction for both customers and agents.
Why does it matter?
Here’s what intelligent routing unlocks for your business:
- Higher customer satisfaction – Quicker resolutions and less friction build trust.
- Better first call resolution – AI gets customers to the right person the first time.
- Improved agent productivity – Agents handle issues they’re best equipped for.
- Effortless scalability – AI adjusts dynamically to spikes in call volume.
Your customers don’t want to guess which number to press—they want to feel heard and helped. With NFON’s AI-powered Contact Center, you're not just routing smarter—you're serving better.
Make every call count from the first Hello!
👉 Give your customers the experience they deserve—start with NFON Contact Center
