Automatic call distribution
Get your customers where they need to go
Communication is at the heart of your business. You need to connect your customers, vendors and prospects to the best resource within your organization. Historically, an automatic call distribution (ACD) system has managed this process well. But the rapid evolution of technology has forced contact centers to handle more than voice interactions. A modern call center needs to appropriately manage incoming communications from voice, chat, social, text and more. Ensure that your ACD can handle omnichannel communication, not just calls.
Building the business case to replace your call center ACD
Intelligent routing maintains context
Getting customers to the resource they need the first time is key to maintaining customer service excellence. Avoid bottlenecks, multiple transfers and unsatisfied customers with advanced routing rules and modern tools.
- Predictive routing leverages the power of artificial intelligence (AI) to analyze data and discover new and better ways to drive the sales, marketing and service outcomes you crave.
- Skills-based routing enables you to match customer issues to the best avaliable agent or self-service resource.
- Omnichannel routing remains an integral part of the contact center. Enabling you to maintain context across channels to mitigate customer effort and drive positive experience.
There are several benefits to buying a service; we simply do not need to monitor the development in the same way as before. Our supplier does that for us, and that guarantees that our telephony solution will be continuously upgraded, which obviously saves us a great deal of time.
Mikael Hedin, System Administrator, Göteborg Energi
ACD in the modern call center
Outdated call center systems are being replaced with modern, omnichannel platforms. Whether you have an ACD you love or one that needs to depreciate further, choosing a system for the future that allows you to maintain your existing ACD will ease the transition.
Elevate your call center with modern tools
Utilize modern tools to elevate your call center ACD and go above and beyond customer expectations.
Let your customers easily find the solutions the need with intelligent self-service and speech recognition. And easily transfer to the best possible agent when a personal touch is necessary.
Nobody wants to wait in line. If queues are getting too long, callback functionality can alleviate the problem. Give time back to your customers by allowing them to schedule a callback at a convenient time for them.
Break down channel walls. Give your agents the power to stay with a customer as they move through channels. Maintain context and improve resolution times.
Know when it’s time for a change
Technology advances rapidly, and customer demands evolve with each innovation. At some point, you’ll need to update your call center system to future-proof your business. Keep track of how customer communication preferences change; a dip in customer experience scores could indicate it’s time to upgrade.
