What are CC Routes?

CC Routes refer to specialized call routing configurations designed for high-volume call center environments. The goal of CC Routes is to optimize the distribution of a large number of incoming calls to available call center agents efficiently and quickly.

CC CLI Routes help you to Increase customer trust by providing transparent caller ID. It prevents lost sales and increases customer loyalty due to confused or disconnected calls. 

CC Routes
CC Routes

What are CLI Routes?

CLI (Calling Line Identification) Routes refer to call center routing strategies that prioritize directing incoming calls based on the caller’s displayed phone number, enabling personalized customer interactions and efficient handling of inquiries.

CLI routes must match call routing paths to deliver the caller’s ID to the destination properly. With number portability, keeping CLI routes updated is crucial. International CLI routing involves additional challenges due to varying standards and regulations. Proper configuration, testing, and coordination between operators is key to successful CLI delivery.

Cloud-based CC Routing Solutions

Cloud platforms offer innovative solutions for call control routing in telecom networks. By leveraging virtualization and software-defined infrastructure, cloud CC routing provides flexible, agile call path management. 

Networks can shift call routes dynamically based on real-time conditions and costs. Geographically distributed deployment improves scalability and resilience. Cloud-based CC routing reduces reliance on specialized hardware. Automation and programmability simplify adding new routes and optimization. 

Carriers benefit from opex models and use of public cloud services. Regulation and security considerations must be managed. Overall, cloud CC routing gives carriers powerful new tools to maximize efficiency and adaptability of call routing.

CLI Routes

Cost-Effective And Most Affordable On The Market

This leads to Increased Efficiency as due to automating the dialling process, your reps will spend more time speaking to customers and less time dialling numbers. It provides you with seamless integration as our software integrates easily with your current CRM or call center routes, so you can start seeing results immediately. It is extremely Cost-Effective as our predictive dialling services are some of the most affordable on the market. You also get robust reporting and get detailed reports on how your campaign is performing so you can make adjustments as needed. Low ACD penalties and constraints on the number of calls. 

Advantages of a Good CC Routes System

A well-designed call routing system can do the following for your business:

Improve customer service

By routing customers to the best available agent, you are providing them with better customer service. This will improve customer satisfaction and keep them coming back. Routing calls also allows for shorter wait times, which will please impatient customers.

Increase efficiency

ACDs allow managers to see all activity in real-time, so they can make changes quickly and efficiently if necessary. This means that your team is spending their time on productive tasks instead of being bogged down by administrative work.

Boost sales

With the ability to route calls based on skill level, language, and availability, you are giving your customers the best possible chance of speaking to a representative who can help them with their queries. This will increase sales and more customers

Grow business with effort

A good call routing system will do all the work for you! Benefit from low wholesale rates and great quality service – your callers will be happy with the sound quality, and you’ll be pleased with the savings. Keep more of your profits by terminating essential city calls to high-quality destinations. Enjoy an easy-to-use system that is perfect for any growing business.

 

Call Centre Routes

Call Centre routes enable you to reduce the amount of time it takes to get your call centre set up. You can easily route your calls to the right department. Get a reliable service that will help you manage your call volume. Also, you can keep track of your caller data and use it to improve your customer service-Increase customer satisfaction with smooth, uninterrupted customer service. 

Managing Intense Inbound Call Traffic

CC Routes are optimized to handle extremely high volumes of calls coming into call centers. This includes:

High CPS

The calls per second rate is very elevated, indicating a rapid flood of incoming calls. CC Routes use intelligent distribution models to keep up with high CPS influx.

ACD Systems

Automatic call distributor software coordinates the organized allocation of calls to agents. This prevents bottlenecks and long wait times.

Low Duration

With efficient routing and agents trained to resolve issues quickly, the average call duration on CC Routes is short. This enables more calls to be handled.

High Call Volumes

The total number of calls handled is massive. CC Routes have robust capacity to take on heavy call loads without compromising service quality.

CC Routes

Fraud Protection with CC Routes:

Protecting call routing from fraud is critical for telecom carriers. Manipulating call paths allows bypassing authentication or running up unauthorized charges. Fraudsters exploit weaknesses in signaling protocols like SS7 to redirect calls maliciously.
Carriers must monitor routing changes and flag anomalous activity. Analytics identify high-risk traffic patterns like rapid call volume shifts. Keeping routing table access restricted limits fraud vectors. Regular audits validate proper configuration and authorization. 
Carriers can match charged calls to approved routes to detect fraud. Staying up to date on new attack methods through industry groups is key. Proactive fraud protection ensures call routing remains secure and prevents significant financial losses.

Advanced Features of CC Routes:

CC Routes are optimized to handle extremely high volumes of calls coming into call centers. This includes:

Real-time Least Cost Routing

Optimize routing to lowest cost paths based on real-time analysis of factors like pricing, QoS, distance.

SDN/NFV integration

Leverage software-defined networking and network functions virtualization for agile, programmable call routing.

Machine learning optimization

Use AI algorithms to detect traffic patterns and continually optimize routing for efficiency and quality.

Automated capacity forecasting

Use predictive analytics to estimate future traffic demand and proactively scale routing capacity to match. Helps prevent overload and congestion.

CC Routing Strategies:

Least Cost Routing

Selects the lowest cost path to route each call based on factors like distance, tariffs, and business agreements. Maximizes profitability but reliability may suffer.

Quality of Service Routing

Prioritizes routing higher QoS traffic like voice and video over data. Maintains call quality by using low latency, reliable paths.

Load Balancing

Spreads call traffic across multiple routes to avoid overloading any single path. Improves reliability and congestion management.

Policy-Based Routing

Applies different routing rules based on time of day, network conditions, customer priority, etc. Adds flexibility and customization.

Geo-Redundant Routing

Implements redundant failover routing via alternate geographic paths. Maintains availability in case of site failures.

Number Portability Routing

Updates routing to redirect calls to ported numbers. Queries ported number databases to find current carrier.

CC Routes V/s CLI Routes:

 

Feature

CC Routes

CLI Routes

Definition

Routing of call control signaling between networks

Routing of caller ID information between networks

Protocol

SS7, SIP

SS7, SIP

Key Challenge

Finding best path to route call

Matching CLI to call path

Impact of Number Portability

Requires updating call routing

Requires updating CLI routing

Configuration Complexity

High – many factors affect best path

High – CLI must follow call path

Troubleshooting Difficulty

Moderate – network traces help debug

High – mismatch can be difficult to trace

International Issues

Inter-carrier agreements, formats

Number formats, regulations, standards

Key Requirements

Resiliency, scalability

Accuracy, completeness

FAQ

Dynamic routing involves adjusting call paths in real-time based on factors like call volume, agent availability, and customer preferences. This strategy optimizes resource allocation and improves overall call center efficiency.

CLI Routes are preferred for premium services because they display the caller’s phone number, establishing trust and credibility. This is crucial for services that require a higher level of customer assurance and personalized interaction.

CLI (Calling Line Identification) Routes tend to be less cost-effective compared to non CLI routes, as displaying the caller’s number involves higher charges. Non CLI routes are often more economical for bulk communication.

VoIP (Voice over Internet Protocol) Routes are pathways for transmitting voice calls over the internet. These routes allow for cost-effective and flexible communication, often used in call centers to manage both inbound and outbound calls.

CC Traffic refers to the volume and flow of calls, interactions, and communications within a call center environment. It encompasses both inbound and outbound activities, indicating the level of engagement between the call center agents and customers.

This is a staging enviroment