MW
Marcus Whitfield
Broker · Arbor Homes Realty
“Every listing city has its own local number now. Open-house calls actually get answered — no more screened voicemails from unknown prefixes.”
AI Intelligent Routing
The right agent. Every single call.
AI intent classification, skills-based matching, SLA-aware priority queues, and automatic overflow — all in one routing engine that decides in under 200ms.
Routing Engine · Live
142ms avg1
IVR / Intent
AI classifies: Billing dispute
2
Skills match
Billing · Spanish · Tier 2
3
Agent selected
Maria G. — 94% match score
4
Connected
First-call resolution likely
Intent-based
AI reads what the caller wants before routing.
Skills-based
Match on language, expertise, and certification.
Priority-based
VIP and SLA-aware queue management.
Overflow
Automatic fallback when queues fill.
Routing Capabilities
Built for every routing challenge your floor faces.
Six routing modes, one engine. Route on intent, skill, priority, or geography — and fall back automatically when queues fill.
01
Step 01
AI intent matching
Natural language processing classifies the caller's intent before a human ever answers. The call lands with the agent most likely to resolve it — not just the next available one.
Intent captureNLP classifySmart routeContext pin
02
02
Skills-based routing
Route on any combination of language, product expertise, certification, geography, or customer tier. Skills are weighted — a partial match beats no match.
03
03
Priority and SLA-aware
Enterprise and VIP callers move up the queue automatically. SLA timers visible to supervisors in real time. Escalation rules fire before the SLA window closes.
04
04
Overflow and fallback
When a queue exceeds depth or wait thresholds, overflow routes to a secondary queue, a different team, or an AI agent — without the caller ever hearing hold music again.
05
05
A/B routing experiments
Test routing logic without committing the whole floor. Route a percentage of traffic to an experimental strategy and compare outcomes with the control group in real time.
06
Global with local presence
Geo-route to the nearest data center or regional team. Language-aware routing across 32 languages. Local DIDs for any country — same routing engine underneath.
32 languages200+ countriesLocal DIDsSame engine
What businesses sayWhat Our
What Our
Customers Says
Reliable communication built for modern teams. From clinics to real-estate offices, businesses stay reachable without missed calls, disconnected systems, or outdated phone setups.
Contact UsEC
Dr. Elaine Carter
Director · Northside Family Clinic
“Moved our appointment reminders and after-hours line in a weekend. Patients don't hit voicemail at 5:01 PM anymore, and the whole thing stayed HIPAA-aligned.”
DH
Devon Harper
Co-founder · Telemetry SaaS
“Our support number used to show as “unknown caller” in customers’ CRMs. Not anymore. One account, one bill, one team that picks up.”
SB
Sophia Bennett
Operations · Beacon Logistics
“Porting our business numbers was smoother than expected. The onboarding team handled everything while we stayed live.”
NR
Noah Richardson
Marketing Lead · Elevate Media
“The analytics dashboard finally shows which campaigns drive actual phone calls. Our ad spend makes sense now.”
MW
Marcus Whitfield
Broker · Arbor Homes Realty
“Every listing city has its own local number now. Open-house calls actually get answered — no more screened voicemails from unknown prefixes.”
EC
Dr. Elaine Carter
Director · Northside Family Clinic
“Moved our appointment reminders and after-hours line in a weekend. Patients don't hit voicemail at 5:01 PM anymore, and the whole thing stayed HIPAA-aligned.”
DH
Devon Harper
Co-founder · Telemetry SaaS
“Our support number used to show as “unknown caller” in customers’ CRMs. Not anymore. One account, one bill, one team that picks up.”
SB
Sophia Bennett
Operations · Beacon Logistics
“Porting our business numbers was smoother than expected. The onboarding team handled everything while we stayed live.”
NR
Noah Richardson
Marketing Lead · Elevate Media
“The analytics dashboard finally shows which campaigns drive actual phone calls. Our ad spend makes sense now.”
FAQ
Questions about Twiching, answered.
Traditional IVR forces callers to navigate key presses. AI intent listens to a free-form sentence and classifies the reason for call using NLP — no menu, no keypad. The classification informs routing, priority, and agent matching.
Any attribute on the agent profile: language, product certification, customer tier, geography, tenure, and custom tags. Skills are weighted so partial matches still beat random assignment.
Yes. CRM data — account tier, LTV, open tickets — feeds into routing rules in real time. Enterprise callers skip to shorter queues. At-risk customers route to retention-trained agents.
Overflow rules fire before the queue becomes a problem. You set the trigger — depth, wait time, or abandon rate — and define the destination: secondary queue, another team, a callback, or an AI agent.
Yes. The same skills, priorities, and overflow rules apply across all channels. An agent with a chat open and a call queue position is scored across both when the next interaction arrives.
Start free
Try it for 14 days.
See what a real phone stack does.
Phone numbers, voice, SMS and AI on one account. No credit card required — no charges during the trial.
Compliance with applicable regulations required.