Greet them by name. Route them by record.
MCM looks up each caller in your CRM, welcomes them by name and sends them where your own data says they should go. By the time they reach an agent, their record is already open.
Know who is calling before they say.
Most of what a customer repeats at the start of a call is already sitting in your CRM. Routing can use it.
“Please tell me your name, your account number and what this is about.”
Every caller starts by proving who they are, then gets sent to whichever team is next, and often has to say it all again.
“Hello Dana, are you calling about your delivery?”
The caller is welcomed by name, sent to the right person for their account, and met by an agent whose screen already shows who they are.
Every field can become a decision.
Pick a field to see what routing can do with it.
- Plan
- Gold
- Account owner
- Sam
- Open case
- Delivery query
- Language
- English
Important accounts can be sent to the front of the line, using the same rules as VIP and priority routing.
Used in your routing flowFrom ring to open record.
- Step 1
A call arrives
The customer rings or messages, and MCM recognises who is getting in touch.
- Step 2
The record is found
MCM looks the caller up in your CRM and pulls the details that matter for routing.
- Step 3
Your rules decide
The record feeds the routing flow you built, so tier, owner, case and language all count.
- Step 4
The agent sees it all
The customer’s record opens on the agent’s screen the instant the call connects.
Write the rules in plain terms.
Your team builds routing on a visual flow builder. Choose a CRM field, pick a condition and say where the customer goes. When your business changes, so can the rules.
Explore Smart IVR & Routing- IfPlan is GoldGo to the priority queue
- IfAccount owner is freeRing the account owner first
- IfCustomer has an open caseSend to the team handling it
- IfLanguage is SpanishRoute to a Spanish-speaking agent
- + Add another rule
Illustrative example
Three calls, handled differently.
The same phone number, but the record behind each caller changes what happens next.
The returning customer
A customer who bought last month calls with a question. They are greeted by name, and the call goes to the person who handled their order, so nobody has to ask what they bought.
The case in progress
Someone with an open delivery query rings again. Instead of starting over with a new agent, they land with the team already working on it, and their record shows the story so far.
The valued account
A top-tier customer calls during a busy spell. Their plan puts them near the front of the line, and their account owner is tried first, because the record says that is who they know.
Getting started takes three steps
- 1Connect your CRM
Link HubSpot, Salesforce, Zoho or another tool from the 300+ native integrations.
- 2Choose the fields that matter
Decide which pieces of customer data should influence the greeting and the route.
- 3Build the rules visually
Turn those fields into routing on the flow builder, then adjust them as your business changes.
Works with the tools you already use.
MCM connects with 300+ native integrations, so the data you trust is the data routing uses.
Need something custom? Enterprise and Multi-tenant adds open APIs and SDKs for your own systems.
Calls that feel like they know you.
Personal from the first word
Customers hear their own name before they have said a thing.
The right person, sooner
Owner, tier and case decide the route, so fewer calls bounce between teams.
Agents start informed
The record is already open, so the first question is never “can I take your details?”
Smart IVR & Routing
The product this feature belongs to. Related: Intent detection and Real-time dashboards.