Automatic Call Distribution
Call center traffic management is no longer a hassle. Whether your business is a small office or a large corporation offering support for multiple product lines, advanced call routing assures your phone lines are handled with optimal efficiency.
Our Automatic Call Distribution (ACD) tool will bring your business call center:
- Dedicated No Answer Treatments Apply advanced call forwarding policies to stranded, bounced, and overflow calls as well as to customized automated night and holiday schedules.
- Increased Agent Productivity Route inbound calls with priority queuing based on skill set, the least busy agent, or the first available agent so customers reach the appropriate agent.
- Personalized Customer Service Increase first call resolution and lower abandonment rates with Auto Attendant and Dialed Number Identification Service (DNIS) feature. Callers are greeted with tailored messages and directed to specific queues based on reason of call.
- Pooled Staff Resources Create ACD groups that span across various departments and locations to produce a balanced workload that optimizes teams, alleviates agent burnout and ups the ante on employee satisfaction.