This glossary contains definitions for dialogue cloud, dialogue Management, Contact Centers and customer experience terms.
What is ACD in a call center?
Automatic Call Distribution (ACD) is a technological solution that answers calls, filters them and routes them to certain agents or departments based on a pre-set of distribution rules. Doing this, the customer experience improves. ACD in a call center makes sure systems won’t be overloading and that callers don’t end up in a continuous loop. ACD is also useful when there are no available agents, for handling inbound calls after business hours and to generate automated responses for FAQs.
How does ACD work in a call center?
ACD distribution uses a programmatic set of rules. These are based on multiple factors like time of day or amount of call traffic. But also on origin of the telephone number, same language, skill-set, and so on. Important queries go to their agent of choice, the longest in the queue go to the front of the line. Others go to voicemail or get a call back request.
Other types of ACD are:
-fixed (calls immediately routed to a group of agents) -round-robin (callers routed in a loop to distribute evenly among agents), and -weighted distribution (calls routed according to agent weights)
Furthermore, CTI (Computer Telephony Integration) links a company’s telecom to its CRM software. In combination with ANI (Automatic Number Identification) this allows syncing and recognizing incoming calls. This way, a company is able to immediately recognize calls from high priority customers and send them to their assigned account manager right away.
Anywhere365 Advanced Routing
Anywhere365 offers its own type of communications routing to effectively improve the customer experience. Multiple options like IVR, Integrated Chat Response (ICR) improve customer service and reduce costs. Also, agent productivity is boosted by intelligent routing, leaving only the complex conversations for live agents. Last, Timeline and Power BI reporting, to capture, analyze and archive all customer interactions across the full customer journey.
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