Designing a contact center voice routing system is similar to planning highway traffic routing in New York City. The objective is to efficiently direct incoming "traffic" (calls) to the appropriate "destination" (agent or department), ensuring smooth flow and minimal delays. 

Here's my breakdown of the key components using the highway traffic analogy:

1. Interactive Voice Response (IVR) system: Think of the IVR as the traffic signs and signals that guide drivers to the correct lanes and exits. An effective IVR system provides clear instructions and options to callers, directing them to the right agent or department based on their needs.

2. Skill-based routing: This is comparable to assigning specific lanes for drivers with different skills, such as commercial truck drivers, passenger cars, or motorcycles. By matching callers with agents who have the expertise to handle their specific needs, skill-based routing improves the overall efficiency and satisfaction of the "drive."

3. Queue management: Just as traffic lights and roundabouts help manage the flow of cars, queue management ensures that calls are evenly distributed among available agents. This reduces wait times and prevents agent burnout, creating a more enjoyable "drive" for both callers and agents.

4. Overflow and fallback routing: During peak traffic hours, some roads may become congested. Similarly, contact centers can experience high call volumes. Overflow and fallback routing strategies act like detours or alternate routes, directing calls to other departments or agents when primary agents are busy, ensuring that all "vehicles" (calls) reach their destination.

5. Time-based routing: Time-based routing is akin to scheduling road maintenance or construction during off-peak hours. By directing calls based on factors such as time of day, day of the week, or agent work schedules, contact centers can better handle traffic during peak periods and ensure that callers receive assistance when needed.

6. Call monitoring and analytics: Imagine using traffic cameras and sensors to monitor congestion, travel times, and driver behavior. Similarly, call monitoring and analytics tools provide insights into contact center performance, allowing supervisors to identify areas for improvement, optimize routing strategies, and provide targeted coaching to agents.

7. Integration with CRM and other tools: Integrating voice routing with Customer Relationship Management (CRM) systems is like providing drivers with real-time traffic updates and GPS navigation. When agents have contextual information about callers, such as their history and preferences, they can provide more personalized and efficient service, enhancing the overall "drive."

A well-designed contact center voice routing system ensures that calls flow smoothly and efficiently, leading to a better experience for callers and agents alike.