Easily dictate how inbound calls are routed with ACD Automatic Call Distribution software. Inbound traffic will follow a preset system of rules to route the caller via agent skills base, background information or identifying customer information. Using automatic call distribution, call centers can control volume and call traffic when combined with IVR and deliver better customer experiences with smarter automatic call distribution routing system.
Leverage business rules based on historical data or intelligent algorithms to prioritize channels and interactions. Decide how to route a caller with ACD resources based on a customer’s needs and account information. Easily change routing strategies, all rules changes can be immediately deployed to your call center operations.
Innovative automatic call distribution routing system includes simultaneous distribution for phone calls routed to ALL available agents, connecting clients to the first agent based on availability to answer the call.