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How to Use Geographic Call Routing for Your Business

How to Use Geographic Call Routing for Your Business Banner


As the capabilities and services of cloud-based phone systems and virtual telephone numbers expands, so do the benefits your business leverages with these functions. The expanded capabilities mean there are more functions readily available to your business. The challenge is knowing and learning what’s available and deciding if a particular feature is an asset to your business operations.

AVOXI discusses one such feature, Geographic Call Routing. We receive many inquiries about this capability and this article reviews what the service is, its use in business, pricing, and how to obtain.

What Is Geographic Call Routing?

Geographic routing is a service that allows incoming calls to your phone system to route automatically to a specific geographical location based on the area code of the person calling.

For example, say you have a business with locations in New York, South Carolina and Atlanta, and you have an incoming phone call. Your phone system, using geographical routing, analyzes the area of the incoming phone call and routes this call to your closest office location relative to the caller. If your caller lives in Atlanta, your geographical routing feature identifies this information based on the “404” area code. Once identified, the call routes to your Atlanta office.

Using Geo Routing for Your Business

Geo Routing is especially popular among global companies with offices, employees and customers across the US with specialized teams for each city, state or region. It benefits those companies by seamlessly sending calls through to where callers get responses based in part on where the calls originated.

In many cases, geographical routing serves to build higher customer confidence by having a location relevant to the caller—possibly even in the caller’s immediate area. That immediacy lets the caller interact with someone that is familiar with the region and located in a familiar time zone.

How Does Geo Routing Work?

Commonly, to automatically route calls based on geography, the communication system or platform uploads zip code or area code information into a database. The inbound call triggers a response from that database information and routes the call accordingly. In some instances, a provider requires the caller to enter zip code information to correctly route the call to the closest geographic facility or responding team.

So, if geo routing makes business sense to you, how can you acquire this tool? Generally, the feature is one offered in a set of advanced call routing capabilities as part of a virtual contact center solution or call tracking solution and available through the provider’s cloud PBX service. If available, standard practice is for serving the U.S. only unless set up as a customized feature. Few providers promote a standalone offer as it is a key selling feature in the larger product set. Often, advanced call routing features are only available in the mid to higher pricing tiers of these solutions.

What Does Geographic Call Routing Cost?

The cost of Geo-Routing Services varies greatly based on the implementation. For example, VirtualPBX offers a geographical routing feature with its VirtualPBX Office Plans. Calls route on area code, area code and exchange, or an entire number.

geo routing feature in plan

VirtualPBX add on costs

CallRail geo routing screen

Another option is with call tracking software from a company such as CallRail. Geographical routing is available in the US and Canada as part of the tracking plan(s).

While AVOXI offers geo-routing as a feature in its virtual call center product, Smart Queue, we also offer geographic routing as a stand-alone capability. The pricing for Geographic Routing service varies greatly across providers. At AVOXI, we offer a monthly subscription for the service and a very competitive per minute usage rate for all calls.

Depending on your current communication infrastructure, you have several options to incorporate geographical routing. Talk to one of our specialists to get more details.