Intelligent routing architecture in cloud contact centers: strategic implementation for enhanced customer experience

Selvanathan, Gokulkumar (2025) Intelligent routing architecture in cloud contact centers: strategic implementation for enhanced customer experience. World Journal of Advanced Engineering Technology and Sciences, 15 (2). pp. 2722-2730. ISSN 2582-8266

This comprehensive article explores the intricate architecture of intelligent routing systems within modern cloud-based contact centers, demonstrating how these technologies deliver optimal customer-agent pairing through sophisticated decision matrices. It demonstrates the interplay between skill-based distribution, queue prioritization, and contextual data integration. The discussion illuminates how contemporary routing logic transforms raw customer interaction data into actionable routing decisions. The article provides technical insights into the construction of decision trees and rule engines that power these systems while addressing implementation strategies that balance operational efficiency with customer experience goals. For CX professionals and system architects, this resource offers both theoretical frameworks and practical approaches to designing, implementing, and continuously refining intelligent routing systems that align with strategic business objectives and evolving customer expectations.