Which capability helps in the efficient routing of calls in Service Cloud Voice?

Interactive voice response systems play a crucial role in the efficient routing of calls within Service Cloud Voice. These systems interact with callers through voice prompts or touch-tone inputs, allowing them to navigate through menus to specify the reason for their call. By categorizing and directing calls based on user inputs, the system can ensure that calls are routed to the most appropriate agents or departments. This reduces wait times and enhances the overall efficiency of handling customer inquiries.

In contrast, while automated transcription is useful for recording and analyzing conversations, it does not actively assist in routing calls. Call forwarding features are intended for forwarding calls to other numbers rather than managing the initial routing of calls based on customer needs. Agent availability notifications inform management about which agents are available to take calls, but they do not facilitate the initial routing process. Thus, interactive voice response systems are specifically designed to optimize call flow and enhance service delivery through effective call management.