Smart Call Routing

Smart call management for businesses.

With byon Smart Call Routing, incoming calls are automatically directed to the right person, ensuring every enquiry reaches the appropriate contact without delay.

· Improved service quality and customer satisfaction

· Faster handling of customer enquiries

· Reduced workload for internal teams

byon unified communications smart call routing

Improved accessibility for your customer service

Smart Call Routing automatically distributes calls based on predefined criteria such as availability, expertise, language, or priority.

This ensures callers are connected directly to the right contact, avoiding unnecessary transfers and long waiting times.

The solution integrates with both traditional telephony environments and Microsoft Teams, providing structured and reliable call distribution across your organisation.

Typical Use Cases

· Reception and switchboard services
· Customer service and support
· Sales and order management
· Specialist departments and expert teams

Modern customer support with the byon AI call assistant

The byon AI Call Assistant helps manage incoming calls and transfers, reducing the administrative burden on your employees and allowing them to focus on higher-value tasks.

Features

·         Automatic call answering

·         Identification of the caller's request

·         Intelligent routing to the appropriate contact

·         Dynamic language switching

·         Call enquiry summaries

·         GDPR-compliant data processing

Native Integration with Microsoft Teams

Smart Call Routing extends Microsoft Teams with advanced call-routing capabilities designed for professional customer service and high-volume call environments.

Microsoft Teams includes standard routing features such as Call Queues and Auto Attendants, which work well for basic scenarios. However, as organisations grow, these tools can become difficult to manage. Reporting is limited, and complex ownership structures, escalation paths, and coverage arrangements are often challenging to implement.

With Smart Call Routing, you benefit from:

Clearly defined routing rules
Real-time presence and status awareness
Transparent monitoring and reporting
A scalable framework that grows with your business

Microsoft Teams remains your central communications platform, while Smart Call Routing provides the control, flexibility, and governance needed for efficient call handling.

How can you use Microsoft Teams as a telephone system?

About byon Teams Telephony

Additional Features for Microsoft Teams

With Smart Call Routing, you can extend Microsoft Teams with the capabilities required for professional call handling.

The solution is also designed for mobile and distributed work environments. Employees can be included in call distribution regardless of their location, whether they are in the office, working remotely, or on the move. This ensures enquiries are handled reliably while enabling efficient collaboration across multiple locations.

Intelligent call routing

Routing based on availability, department, or expertise
Language and responsibility recognition
Taking status and absences into account

Live statistics and reports

Real-time overview of calls and workload
Transparency regarding waiting times and activities
A basis for optimising service processes

Self-service configuration

Customising routing and queues
Managing users and settings
Controlling the AI Call Assistant

Seamless Teams integration

Use the interface you’re used to
Single sign-on for easy login
No additional software required

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Live statistics and reports

With the integrated analytics, you can keep track of your availability at all times:

Number of incoming calls in real time
Current waiting times and team workload
Analyses of response times and bottlenecks

This enables you to identify areas for improvement at an early stage and sustainably enhance your service quality.

CRM information and structured data processing

Smart Call Routing provides relevant call information directly within the work context and enables easy transfer to connected CRM systems.

Customer data is displayed immediately upon an incoming call
Call details and conversation information can be recorded within the context
Recorded data is transferred to the CRM in a structured format

This ensures your staff have all relevant information immediately to hand and can process enquiries efficiently whilst documenting them accurately in the CRM.

FAQ

Is byon Smart Call Routing suitable for medium-sized businesses?

Yes, because even businesses with fewer than 100 or 50 staff may need dynamic call routing.

Is Smart Call Routing suitable for call centres and contact centres?

Yes, Smart Call Routing was originally developed as an ACD (Automatic Call Distribution) system for these organisations. However, the functionality is just as suitable for organisations without contact centres but with service hotlines or various departments.