Your IVR Is Driving Callers Away Before They Reach You
Wrong Transfers Destroy the Experience Your Team Just Built
Static Routing Rules Can't Keep Up With Real-World Complexity
After-Hours Calls Hit Voicemail and Never Come Back
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Intelligent call routing for healthcare, real estate, legal, e-commerce, SaaS support, financial services, home services, and any business where getting callers to the right person quickly is the difference between a resolved interaction and a lost customer.
Understands Natural Speech
No menus, no button presses
Routes on Intent, Not Keywords
Context-aware, every call
Warm Transfer With Full Context
Agent briefed before they pick up
24/7 Including After Hours
No call hits voicemail again
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Intent-Based Routing, Not Keyword Matching
Brilo listens to what callers say and understands the meaning behind it — not just the keywords. A caller who says "I need to talk to someone about my bill" is routed to billing, even if they never said "billing." True conversational understanding means fewer misroutes and faster first-call resolution.
Real-Time Agent Matching
Brilo routes each call to the most appropriate available agent based on skills, department, call history, and customer priority — not simply whoever picks up next. VIP callers and urgent issues are escalated immediately. Routine calls are handled efficiently without disturbing senior staff.
Warm Transfers With Full Call Summary
When a call is transferred to a human agent, Brilo passes the full conversation context — what the caller said, what they need, and their account details — so agents can start resolving the issue from the first word. Callers never explain themselves twice.
Sentiment and Urgency Detection
Brilo monitors tone and emotional signals throughout every call. When frustration, distress, or urgency is detected, the system escalates immediately to the right human — before the caller loses patience and before the situation escalates further.
After-Hours and Overflow Call Coverage
Outside business hours or during volume spikes, Brilo handles calls that would otherwise hit voicemail — qualifying the caller, taking action if possible, or scheduling a callback with the right person. No call is lost to an empty queue or a closed sign.
CRM-Connected Routing Decisions
Brilo pulls CRM data in real time to inform every routing decision — caller history, account tier, open tickets, previous interactions. High-value customers are recognised on the first ring and routed accordingly. Every call is handled with the context it deserves.
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1
Connect Your Business Number
2
Define Your Routing Logic
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Go Live With Conversational Routing
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Review, Adjust and Continuously Improve
We had a seven-option IVR that our team hated and our customers hated more. Half our calls were going to the wrong place. Since switching to Brilo, our call misroute rate dropped from 34% to under 3% and our average handle time went down by nearly four minutes — because agents already know who's calling and why before they pick up.
Rachel K.
— Customer Operations Manager, Vantage SaaS
