Dynamic Routing

Inspired by the proven concept of IVR, we’ve extended its functionality to text-based communication channels, such as emails, SMS, and other text messages.

By harnessing the power of keywords, our system automatically directs incoming messages to the most appropriate agents or departments. This intelligent routing mechanism ensures swift and accurate handling of customer inquiries, enabling prompt responses and seamless customer experiences.

With NobelBiz Dynamic Routing, you can optimize your contact center operations and deliver exceptional service across both voice and text-based channels. Trust us to streamline your communication workflows with precision and efficiency.

Text-based dynamic intelligent routing organizes text communication like never before.

Efficiently organizing and managing text communication has never been easier with our text-based dynamic intelligent routing solution. As you expand your operations to include omnichannel communication, intelligent routing becomes an essential necessity. Our Dynamic Business Routing feature, seamlessly integrated into NobelBiz OMNI+, offers a game-changing solution to sort and route inbound text-based messages.

With its innovative, clean, and efficient approach, our system ensures that every message is directed to the right destination with precision and speed. Experience enhanced productivity, improved response times, and elevated customer satisfaction as our intelligent routing solution revolutionizes your contact center’s text-based communication. Experience a new level of efficiency and effectiveness in organizing and managing text communication with our innovative text-based dynamic, intelligent routing solution.

Smart Routing Across All Channels

Welcome to the world of smart routing across all communication channels with our Dynamic Routing solution. Powered by intelligent keyword analysis, this advanced tool ensures that every inbound text message finds its way to the most suitable agent. Whether it’s an SMS, email, webchat, Facebook Messenger, WhatsApp, or Telegram, our Dynamic Routing seamlessly directs each message to the right destination.

Say goodbye to manual sorting and hello to streamlined operations. By automatically routing messages based on relevant keywords, our solution optimizes agent allocation, reduces response times, and guarantees efficient handling of customer inquiries.


Effortlessly route incoming text messages, enabling prompt responses and efficient customer engagement via SMS, ensuring that each customer query is handled promptly and effectively.


Streamline your email communication by automatically directing emails to the appropriate agents, ensuring timely responses and efficient handling with our intelligent Dynamic Routing.


Provide real-time support to your website visitors with automated routing of webchat messages, delivering a personalized and efficient customer experience, resulting in higher customer satisfaction rates.

Facebook Messenger

Engage with customers on their preferred social media platform. Our Dynamic Routing directs Facebook Messenger messages to the right agents, ensuring timely responses and seamless interactions, fostering strong customer relationships.


Seamlessly handle customer inquiries and support requests on WhatsApp, as our Dynamic Routing solution efficiently routes messages to the appropriate agents, enhancing customer engagement and overall satisfaction.


Enable secure and efficient customer conversations on Telegram with our Dynamic Routing, ensuring messages reach the right agents for timely responses and effective resolution, providing a seamless and reliable communication experience.

When we found NobelBiz OMNI+ we were very impressed with its flexibility, the fact that it is really easy to learn, and because we were able to deploy it probably faster than any software that I have ever seen.
Brad Dashnaw, CEO – Shift Marketing

Dynamic Routing & AI

Experience the cutting-edge synergy of Call Center Dynamic Routing and AI – a game-changer for your customer service! By combining Dynamic Routing with artificial intelligence, you unlock the power of real-time special recognition and analysis, creating a truly advanced and intuitive routing system.

Gone are the days of manual call handling; welcome streamlined interactions that adapt to each customer’s unique needs. Embrace the future of customer service efficiency and personalization with this dynamic duo.

Don’t miss out on the transformative potential of this seamless integration – stay ahead of the curve in the ever-evolving landscape of customer experience!

How Dynamic Routing Enhances Agent Productivity

At NobelBiz, we understand that your contact center’s success hinges on the efficiency and productivity of your agents. That’s why our OMNI+ cloud contact center software introduces the powerful feature of Dynamic Routing to take agent performance to new heights.

Streamlined Workflows

Gone are the days of manual call distribution and guesswork. Dynamic Routing intelligently distributes incoming interactions, such as calls, emails, and chats, to the most qualified agents. With a streamlined workflow, your team can focus on what they do best—delivering exceptional customer experiences.

Skill-Based Assignments

We know that every agent possesses unique skills and strengths. Dynamic Routing takes this into account and assigns interactions based on individual expertise. By matching the right agent with the right task, you'll witness a surge in first-call resolutions and a boost in customer satisfaction.

Optimal Resource Utilization

Wasting precious resources is a thing of the past. Our intelligent Dynamic Routing ensures your agents are optimally utilized, preventing agent idle time and evenly distributing the workload. Maximize agent efficiency and minimize costs with this powerful automation.

Balanced Workloads

We believe in creating a harmonious work environment for your agents. Dynamic Routing distributes interactions evenly, preventing agent burnout and ensuring a balanced workload. Happier agents lead to happier customers, creating a positive impact on your overall business success.

Seamless Multi-Channel Handling

In today's omnichannel world, customers expect seamless interactions across various channels. Dynamic Routing seamlessly handles interactions from voice to email, chat, and more. Your agents can effortlessly switch between channels, providing consistent support for a truly unified customer experience.

Real-Time Insights and Reporting

Knowledge is power. Our Dynamic Routing feature provides real-time insights and reporting on agent performance and interaction handling. Stay informed about key metrics, agent availability, and call volumes, empowering you to make data-driven decisions for continuous improvement.

Empower Your Agents with Dynamic Routing

With NobelBiz OMNI+ cloud contact center software's Dynamic Routing, your agents will thrive in a productive and empowering work environment. Elevate your contact center's performance, delight your customers, and achieve unparalleled success.

Related resources

Skill based routing article featured image
Blog Post
Mastering Skills-Based Routing: The Future of Efficient Call Management

Other NobelBiz OMNI+ Inbound Voice Features & Capabilities

Interactive Voice Response (IVR)
Unlike other contact center software solutions, NobelBiz OMNI+ comes with a full-featured IVR system that can adapt to any inbound operation.
Call Queue
Significantly improve the waiting experience of your clients by implementing a set of customizable rules and giving them the option to be called back while retaining their position in the queue.
Text to Speech (TTS)
Text-to-Speech technology has so many use cases in the contact center space that we decided to integrate it within our contact center software solution out of the box.

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