No call routing problems are too complex
We'll work with you to establish an intelligent
and sophisticated call routing plan.



No call routing
problems are
too complex
We'll work with you to establish
an intelligent and sophisticated
call routing plan.

Call delivery strategies

Once call routing methodologies are established, add value by defining sophisticated business rules behind the call route plan. Business rules become the enablers for increased teleservices performance.
Time of day and overflow routing

Time of day and overflow routing

Routing based on the time of day or week, and or with simple overflow routing in the event certain queues are at capacity.






Media source routing

Media source routing

Priority routing based on the performance of a media assignment. This is often used for sales acquisitions and designed to automatically route certain call types to various agents or priority within routing based on the previous performance of the media.


Agent to call routing

Agent to call routing

Automatic and dynamic routing based on matching agent skill set and performance to individual call types.







Concierge routing

Concierge routing

Routing prioritization and the delivery point of the call is determined for each call base the automatic identification of the caller’s propensity to buy.






Trouble alert call routing

Trouble alert call routing

The system identifies repeat callers and through historic databases, predicts if this caller is having difficulty resolving their issue. For customer service environments, the system tracks caller call activity and determines if a caller should be routed to a specialized group based on their most recent call activity.

InQ™ routing

Our system delivers calls to each inbound call center queue, while constantly monitoring the speed of time from call center queue to agent. The system adjusts routing between call centers dynamically, based on wait time in each queue parameter. If at any point in time all inbound call center queues are at capacity, our system is the master queue and waits to route the call to the first available call center’s queue based on the client objectives.


Both intelligent call routing and InQ routing provide the finest combination of call center outsourcing integration, and the speed to determine what call centers have immediate agent availability to take a call.

Session Initiation Protocol

Depending on the client and inbound call center capabilities, Intelemedia is able to route calls utilizing traditional time-division multiplexing (TDM) processing or session initiation protocol (SIP) technologies. In cases where one call center can accept SIP and another TDM, both can be accommodated into one network of telemarketing service call centers.

Contact us today for a free quote

Intelemedia has managed advanced call centers for more than two decades. Our proven tools are used by some of the biggest names in the industry. Whether you continue with your existing call centers, combine your call centers with ours, or use our call centers exclusively, our data insight can boost your revenue.