you called a bank, how many × did you have to enter your credit card or account number before you got to the right person? When a customer calls Topcon, their call center/telephony system, NewVoiceMedia, compares the phone number against data in Salesforce.com (used as their Global Case Management system) and can automatically route that person to the right agent. The customer doesn't have to type anything. For example, if they are marked in Salesforce as a gold-level
Call center Software that auto routes callers based on their support level
