Automated Call Distributor (ACD)
The ACD is a powerful tool that maximizes efficiency by assigning calls to agents with pre-established configurable criteria, for any kind of interaction: phone calls, e-mails, chat, SMS, etc. There are also several options for personalizing interaction distribution along advanced models that take into account client profiles and relevant business data.
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features
Route interactions based on customer profiles and business data.
Configure different distribution criteria for each campaign.
Work with multi-campaign environments.
Agents can work on several campaigns at the same time.
Unified communications managing multi-channel interactions.
Interactions can be distributed to multiple geographical sites.
Universal Interaction Queue.
Hot-desking and Tele-work.
Integrate the information received from the interaction with the back-office system while the call is being processed.
Wide range of distribution algorithms are available.
Basic Distribution
Circular distribution
Work load balancing
Inverse load balancing
“Skill-based routing” by campaign and by type of interaction.
Advanced Distribution
Call parameters (ani, dnis, ivr)
Campaign data
Client profile (account balance, etc.)
Business data
Priority rules
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Maximum waiting time.
Announcements for waiting time and place in queue
Custom messages for each individual campaign: welcome, waiting, etc.
Voicemail options
Products
- inConcert Allegro Contact Center
- inConcert IVR
- inConcert Voice Blaster
- inConcert Social Desktop
- inConcert D2C
- inConcert Survey
Solutions
- Customer Service
- Telemarketing
- Collections
- Outsourcing CCO / BPO
- Government
- Political Campaigns
- Telco
