Automatic Call Distribution (ACD)

Automatic Call Distribution (ACD) is a skills-based omnichannel routing system that ensures that customer requests are routed to qualified agents or resolved with self-service. Automated call distribution software provides a universal queue for real-time interaction management and a consolidated interface, with a seamlessly integrated Interactive Voice Response (IVR), for creating and maintaining routing strategies across all supported channels.

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ACD Features:

  • Personalize customer experience - Automatic Call Distribution (ACD) and a fully integrated voice portal ensure that data collected on the front-end is available throughout the customer journey. Automate customer data collection, easily pass data between IVR and ACD, advanced CTI with each interaction, create rich, sophisticated routing flows.
  • Empower agents to delight customers - Get your contact center up and running in a fraction of the time of a traditional call center. CCaaS deployments do not rely on large infrastructure build-outs and can often be operating effectively and producing results within a few days. 
  • Connect customers to the right agent - An advanced skills-based routing engine should be at the core of your contact center as a service solution. It's consolidated across all supported channels, inbound and outbound, to ensure every interaction is handled by the best qualified agent in the least amount of time. Advanced skills-based and data-directed omnichannel routing, unified queue for inbound and outbound voice, callback, voicemail, email, chat, text, SMS, and social media.
  • Empower business users with skills-based routing - Business users do not need technical skills to adjust routing decisions based on real-time ACD and workforce optimization (WFO) statistics and can easily override routing strategies with a mouse click when emergencies or other unexpected situations occur.

StrataCore can help bring clarity to the rapidly evolving CCaaS (Contact Center as a Service) marketplace to ensure you get the best solution for your specific needs. Here's a short video that speaks to the advantages of using an IT services broker to source best-in-class solutions.

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