Automatic Call Distribution
Why waste your agent and customer’s time manually routing incoming calls to the correct team when it can be done automatically? With ACD, immediately direct each customer to the most qualified individual based on pre-set skills, priorities, and needs to create a higher quality experience from the start.
Varying customer needs and agent skill levels can sometimes make for a bad marriage. But now automatically route your clients to the agent most qualified to address their problem or inquiry based on pre-set skills and customer information, optimizing your workforce and facilitating the efficient resolution of calls on the first try.
While every customer is important, certain instances may require the need to prioritize specific incoming calls due to size, urgency, or status. Easily set call priorities to ensure your contact center’s most valued calls are always answered first.
Don’t keep your customers sitting in the queue. With the Queue callback feature, offer clients the convenience of receiving a call from the next available agent without the added frustration of waiting on hold.
Regardless of your agents’ locations, ensure your customers are always assigned to the individual best equipped to meet their needs.
Intelligent Call Routing:
Provide supervisors the ability to dictate call assignments to representatives based on various metrics including wait time, idle time, and skill level to ensure the best utilization of your contact center’s resources.