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Are all your business calls getting answered quickly enough? Is your customers having to wait too long to speak to the right person? In this day and age, effective customer service routing is an essential component in keeping your customers satisfied and loyal. Managed phone routing solutions can be a key factor in the success of a growing business by enabling call flows to ensure all inquiries are being addressed in a timely manner and improving employee productivity.
Selecting the right tools from reputable telecom service providers and implementing modern cloud routing services can change the way your business communicates. Whether it’s intelligent IVR’s, skill-based call assignment, or analytics to gain insight and knowledge to scale your business and workforce effectively.
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What Is Call Routing and Why Does It Matter?
In a world dominated by telecom service providers and digital communication tools, efficient call handling is more than a convenience. Call routing is the process of automatically directing incoming calls to the most suitable agent, team, or department.
A good call routing setup ensures:
- No customer is left waiting.
- Every query reaches the right person.
- Agents work smarter, not harder.
For growing businesses, especially those handling large inbound volumes, call routing minimizes call drops and boosts first-call resolution rates by up to 45%.
How Do Call Routing Services Work?
Call routing relies on preset rules and triggers to ensure every call reaches the right destination. When a customer calls, the system analyzes several factors:
- Time of day to handle business hours vs after-hours calls
- Caller’s location to direct to local or regional teams
- Agent skill or availability to match the caller with the best-suited agent
- IVR menu selection based on customer input or preferences
Once these factors are considered, the system automatically connects the caller to the appropriate agent or team. Most cloud routing services use AI and CRM Automation to personalize this journey. For example, a premium customer could be prioritized or routed to a dedicated support agent.
Which Are the 7 Best Call Routing Services for Growing Businesses?
Here’s a breakdown of the top players helping companies streamline customer service routing and elevate their communication strategy.
1. FreJun
FreJun is designed for growing businesses looking for flexibility and efficiency in their customer service routing. It offers multiple call routing strategies that help teams handle high volumes of calls without delays.
- Round robin, sticky agent, longest idle, and fixed order routing
- Drag-and-drop IVR builder for easy setup
- Call recording and real-time analytics dashboards
- Integrates seamlessly with CRM platforms like Zoho, HubSpot, and Salesforce
Pricing: Standard: Begins at $14.49 per user, per month
Professional: Starts at $16.69 per user, per month
G2 Reviews: 4.9/5
Book a FreJun Demo to see how FreJun can transform your business communication
2. RingCentral
RingCentral is a global leader in cloud routing services, providing omnichannel solutions for businesses with complex communication needs. Its multi-level IVR and time-based routing help ensure that every call reaches the right agent.
- Multi-level IVR with customizable menus
- Time-based and skill-based routing for optimal handling
- Omnichannel support including voice, chat, and social
- Advanced call analytics and reporting tools
Pricing: Starts at $20 per month
G2 Rating: 4.0/5
3. Five9
Five9 is ideal for enterprise-level contact centers that require AI-assisted routing and predictive analytics. It helps large teams manage high call volumes efficiently while improving first-call resolution rates. Its platform also provides detailed agent performance insights.
- AI-driven intelligent call routing
- Predictive analytics for better customer engagement
- Scalable solution for large contact centers
- Advanced agent management and reporting dashboards
Pricing: Starts at $119 per month
G2 Rating: 4.1/5
4. Freshdesk (Freshcaller)
Freshdesk’s Freshcaller offers a simple, intuitive solution for managed phone routing. It is best suited for growing customer service teams that want integrated ticketing and call management. Its automated workflows save time and reduce manual errors.
- Easy-to-setup IVR and call flows
- Automated routing and workflow rules
- Unified platform combining calls and support tickets
- Real-time monitoring and call analytics
Pricing: Starts at $38 per month
G2 Reviews: 4.5/5
5. Aircall
Aircall is perfect for remote and distributed teams that need a clean, easy-to-use interface. It integrates with popular CRMs and collaboration tools, making it simple to track every interaction. Its shared inbox feature allows multiple agents to manage calls efficiently.
- Seamless CRM integration for call logging
- Shared inbox for team-based call management
- Easy-to-use browser and mobile applications
- Analytics dashboard with call performance metrics
Pricing: The basic plan starts at $30 per month.
G2 Rating: 4.3/5
6. Nextiva
Nextiva provides reliable telecom service provider solutions for SMEs needing stable communications. Its simple call queues and unified communications features ensure that teams can manage calls effectively. It also offers strong customer support and uptime guarantees.
- Simple call queue management for small teams
- Unified communications including voice, video, and messaging
- High uptime and robust network reliability
- Easy integration with existing business tools
Pricing: Starts at $23 per month
G2 Reviews: 4.5/5
7. Exotel
Exotel is an India-focused cloud telephony solution ideal for SMBs. It provides region-specific routing and scalable voice setup, helping businesses maintain strong customer engagement. Its platform is particularly suitable for inbound-heavy operations.
- Region-specific routing for Indian businesses
- Scalable cloud-based voice infrastructure
- Easy-to-set-up IVR and call flows
- Analytics and reporting for performance tracking
Pricing: See all plans
G2 Reviews: 4.3/5
Key Takeaways
Effective call routing is no longer optional for growing businesses it’s essential. By using managed phone routing and cloud routing services, companies can ensure every customer reaches the right agent quickly, improving satisfaction and reducing wait times. Platforms like FreJun make it easy to implement intelligent routing strategies such as round-robin, sticky agent.
Moreover, investing in a robust routing solution from reliable telecom service providers translates into measurable business benefits. Teams can handle higher call volumes without additional staff, boost agent productivity by up to 35%, and gain actionable insights through real-time analytics.
Final Thoughts
Choosing the right call routing solution can make or break your customer engagement strategy.
Among all telecom service providers, FreJun stands out for balancing simplicity, cost-efficiency, and deep integrations. It’s built for teams that want advanced call control without the enterprise-level price tag.
FreJun’s flexible routing, CRM sync, and analytics dashboard help you deliver top-tier experiences at every interaction. Start streamlining your calls today sign up on FreJun and transform how your business connects.
Further Reading: How to Effectively Use Click to Call to Maximize Customer Outreach
Book a FreJun Demo to see how FreJun can transform your business communication
FAQs
Most systems connect calls within a few seconds to reduce waiting time.
Yes, routing rules can usually be updated instantly through the dashboard.
Yes, call recording is a standard feature for quality monitoring.
Some systems allow simultaneous ringing or team-based handling.
Yes, most platforms log missed calls and allow follow-up actions.
Yes, you can configure automated handling for after-business hours.
Yes, calls can be routed to mobile devices or remote team members.
Limits depend on your plan, but most systems support scalable call volumes.
Yes, dashboards provide real-time metrics and historical performance data.
Basic training is recommended, but most platforms are intuitive and easy to use.