Skills-based Routing


Get customers to the right person—fast. Skills-based routing boosts first-call resolution rates, saves your organization money, and improves customer satisfaction.


8x8’s easy interface helps match customers to the best available agent—without programming or IT help.

8x8 provides sophisticated logic for matching customers to the agent who can best solve their problem and a user interface that makes it easy to take advantage of this important capability.

Route based on:

  • Agent skills – things like product knowledge or language spoken
  • Channel being used – voice, chat, email, etc.
  • Priority of customers or their problems – such as premium support for the best customers, or the level of impact of an issue.

You can even use data from your CRM or other systems to help make the right match for your customers. And when customers get fast service, everybody wins.

It’s all about getting your customers to the person who can best solve their problem. When your customer gets to an agent who has the right skills, the problem gets solved on the first call. This leads to satisfied customers and significant savings for your organization.