Call routing is a system that directs incoming calls to the most appropriate department or agent based on predefined criteria such as customer profile, call priority, or agent expertise. It enhances efficiency in customer service centers by reducing wait times and improving first-call resolution rates. CRM-integrated call routing ensures that high-value customers receive priority assistance and that specialized agents handle complex inquiries. Features include skill-based routing, IVR (Interactive Voice Response) integration, and AI-powered call distribution. Industries such as healthcare, telecommunications, and financial services use call routing to optimize customer support operations and enhance service levels.