Handle every customer call efficiently with intelligent routing, screen pop, and AI insights
Inbound contact centers face unique challenges. Calls arrive randomly with no warning. Your team must route calls to the right specialist instantly. Agents need complete customer context the moment a call arrives. Every second counts—hold times impact customer satisfaction dramatically.
Rubi Professional's inbound optimization delivers automatic customer lookup, intelligent routing, screen pop, and real-time insights. Your team handles incoming volume efficiently while delivering personalized, informed service. Customers get answers on the first call from the right agent every time.
Built specifically for inbound operations, Rubi transforms customer service from a cost center into a competitive advantage. Happy customers stay loyal and become advocates. Rubi makes that possible.
Every feature built around the inbound call handling experience.
Interactive Voice Response guides customers through self-service options before they reach an agent. Collect account numbers, reason for call, and language preference. Route calls based on customer selections without agent involvement. Dramatically reduces average handle time and improves customer satisfaction for routine inquiries.
Route incoming calls to the right agent based on skill, availability, language, customer value, or other criteria. Dynamic routing adjusts in real-time based on agent workload and queue conditions. Minimize wait times, reduce transfers, and maximize first-call resolution with intelligent distribution logic.
When a call arrives, customer information automatically displays to agents before they answer. No searching, no delays. Agents see complete history, account status, recent interactions, and recommended actions instantly. Powered by Claude AI for intelligent relevance ranking of information presented.
All call details, decisions, and outcomes are captured and saved automatically. Agents stay focused on customers, not paperwork. Call summaries, follow-up actions, and next steps are structured, searchable, and immediately available to other agents handling future interactions with the same customer.
Claude AI analyzes customer tone and sentiment during calls, alerting supervisors to escalating situations. Agents receive in-call coaching suggestions. Post-call analytics track sentiment trends to identify systemic issues and coaching opportunities. Improve customer satisfaction by addressing problems in real-time.
Seamlessly transfer calls to specialists with customer context. Warm transfer options let agents brief specialists before passing the call. Customers never repeat information. Failed transfers automatically route back to original agent with context preserved. Expert consultation available on-demand without customer wait.
When wait times are long, offer customers callbacks at their preferred time. System calls customer back and connects to an available agent. Eliminates long hold times and improves customer satisfaction. Callback analytics show preference trends and impact on overall satisfaction.
Voicemails are automatically transcribed and routed to appropriate agents. Transcripts are searchable and trigger automated workflows. Agents can respond to voicemails immediately. Reduce message turnaround time and ensure no customer inquiry goes unanswered.
Step 1: Customer dials your number. IVR plays menu or routes to queue.
Step 2: Customer waits in queue for agent to become available. Potentially 5-15 minutes for busy periods.
Step 3: Call routes to next available agent. Agent answers without any customer context.
Step 4: Agent searches for customer record. "Can I get your account number? Can you spell your last name? Can you verify your zip code?" Customer repeats information.
Step 5: Once located, agent reviews customer history manually. Takes 1-2 minutes to understand background.
Step 6: Agent handles call with incomplete context. Higher likelihood of incorrect recommendation or needed transfer.
Step 7: Agent manually types notes during or after call. Information might not be captured completely.
Step 8: If transfer needed, customer must re-explain situation to new agent.
Result: 10-15 minute calls, frustrated customers, low first-call resolution, high operational costs.
Step 1: Customer dials your number. IVR greets by name using Rubi customer context. Offers self-service option or agent assistance.
Step 2: For simple inquiries, IVR handles resolution using customer data from Rubi. Customer problem solved in 60 seconds without agent involvement.
Step 3: For complex inquiries, IVR routes to best-suited agent based on customer issue and agent skill. Call connects to shortest available specialist in right group.
Step 4: Before agent even says hello, customer profile appears automatically. Complete history, recent interactions, purchase history, and recommended next actions visible.
Step 5: Agent greets customer by name and immediately addresses reason for call with complete context. No customer verification needed. No information searching required.
Step 6: Claude AI provides real-time recommendations as agent works. Suggested solutions based on similar customer scenarios. Sentiment monitoring alerts supervisor if customer becomes frustrated.
Step 7: All interaction details automatically saved. Agent notes and outcomes captured without manual typing.
Step 8: If transfer needed, specialist receives warm handoff with complete context. Customer doesn't repeat information.
Result: 4-6 minute calls, happy customers, 25-30% first-call resolution improvement, 40% lower cost per interaction.
Rubi Professional includes a powerful yet easy-to-use IVR designer:
Build sophisticated IVR flows using drag-and-drop visual interface. No coding required. Nodes represent prompt, customer input, routing decisions, and actions. Complex branching logic becomes visually clear. Test flows immediately and deploy without downtime.
Create custom prompts for different times, seasons, or customer segments. Branch logic based on customer selections, history, value, or account status. Deliver personalized experiences at scale. High-value customers might get priority routing; low-balance accounts might be offered self-service payment options.
Enable customers to handle common requests through IVR. Check balance, update address, pay bill, schedule appointment, submit problem ticket. Rubi integrates with business systems so IVR changes are reflected back to customer records immediately. Self-service deflects 30-40% of inbound volume.
IVR can schedule callbacks or appointments directly. System calls customer back at promised time and connects to available agent. Reduces real-time queue volume and improves customer satisfaction dramatically. Calendar integrations ensure appointments don't conflict with agent schedules.
Create IVR flows in any language. Detect customer language preference from ANI data or allow customer selection. Route calls to agents speaking customer's preferred language. Transcription and sentiment analysis work across 100+ languages. Truly global customer support.
Real-time IVR metrics show where customers are getting stuck. Identify confusing prompts, unexpected branching, or high abandonment paths. A/B test different prompt wording or routing logic. Continuously optimize IVR performance based on data.
Major insurance carrier deployed Rubi for claims support. IVR identifies claim type and routes to appropriate specialist. Screen pop displays claim history and customer details. Average handle time dropped from 14 minutes to 7 minutes. Customer satisfaction improved 22%. Rubi's sentiment analysis catches frustrated customers, enabling supervisors to step in proactively.
Telecom company handling 50,000+ inbound calls daily uses Rubi for technical support. IVR collects diagnostic information before routing to technical specialists. Auto-save captures all troubleshooting steps. Sentiment analysis alerts supervisors to customers with critical issues. First-call resolution improved from 68% to 84%.
Multi-location healthcare system uses Rubi for appointment scheduling and patient support. IVR accesses patient records and offers available appointment slots based on patient history. Screen pop shows recent visits, current medications, and insurance status. Patient satisfaction scores improved 18%. No-show rate decreased 12% due to automated appointment confirmations.
Online retailer handles returns and product support through Rubi. IVR accesses purchase history and initiates return authorization immediately. Agents see complete order history and previous interactions. Callback scheduling reduced real-time hold times by 35%. Customer satisfaction for returns process improved dramatically.
Bank uses Rubi's sentiment analysis to detect potentially fraudulent activity. Unusual emotional patterns trigger manual verification. Agents receive risk scores based on Claude AI analysis of transaction history. Fraud detection improved while false positives decreased. Customer satisfaction for security interactions improved.
Rubi Professional provides comprehensive analytics for inbound operations:
Average Handle Time (AHT): Track time agents spend on calls. Identify coaching opportunities and best practices. Typical improvement: 20-30% reduction within 90 days of Rubi deployment.
Abandon Rate: Measure calls abandoned in queue. Monitor IVR routing effectiveness. Rubi typically reduces abandonment 25-40%.
Time to Resolution: First-call resolution rate improvement typically 18-25% with Rubi's context and AI assistance.
Customer Satisfaction (CSAT): Post-call surveys show average improvement of 14 points on 100-point scale.
Sentiment Analysis: Real-time trending of customer sentiment. Identify systemic issues causing frustration. Proactive coaching prevents escalations.
Quality Assurance: Auto-saved interactions provide complete compliance and quality auditing.
Cost Per Contact: Reduced handle time, improved FCR, and self-service deflection decrease cost per interaction 35-45%.
Agent Productivity: Faster call handling and reduced searching means agents process more calls per shift. Revenue per agent increases.
IVR Deflection Rate: Percentage of calls handled entirely through IVR without agent involvement. Typical improvement: 10-20% of volume deflected to self-service.
Deploy Rubi Professional's inbound optimization in 15 minutes. Intelligent routing, screen pop, and AI insights included.
Start Free 15-Minute SetupQuestions? Call us at 321-510-7824
Rubi matches incoming calls via ANI (caller ID). System looks up customer by phone number in your database. If customer is not found by ANI, IVR collects account number or other identifier before routing to agent. Screen pop displays results before agent answers.
Rubi can create new customer records automatically based on phone number or IVR-collected information. Or IVR can offer new customer options (product info, sales contact, self-service). Agents can manually create records during calls with pre-populated information from IVR collection.
Routing rules consider: agent availability, skill level, customer value/tier, issue type, agent's current workload, customer's language preference, and other factors you define. Rubi's AI can learn optimal routing patterns from historical data and continuously improve routing decisions.
Yes. When an agent transfers a call, all customer context transfers to the specialist's screen automatically. Notes, history, and current interaction details are visible to the receiving agent. Customers don't repeat information or feel transferred to someone who doesn't understand their situation.
Claude AI-powered sentiment analysis is highly accurate, identifying frustration, satisfaction, and neutral sentiment. Typical accuracy is 92-95%. Combined with agent observation and customer feedback, sentiment metrics provide reliable insight into customer experience quality.
Depends on your business. Typical IVR deflection rates are 20-40% of inbound volume for service organizations. Financial services, utilities, and e-commerce typically achieve higher deflection rates (40-50%) because many calls are routine inquiries or transactions.
When a customer requests a callback, Rubi checks agent availability and schedules the callback at a time matching customer preference and agent availability. System calls customer back automatically and connects to an agent. Ensures good callback experience and reduces callback no-shows.
Yes. Rubi integrates with most existing phone systems via APIs or SIP trunks. Or deploy Rubi PBX and retire your old system. Integration approach depends on your specific phone system and preferences. Our technical team can advise on integration strategy.