You can level up your contact center with ACD and other
built-in features as part of our fully customizable platform.
Automatic Call
Distribution (ACD)
Intelligently connect customers and agents
with an ACD system you can easily manage
in our cloud contact center platform.
Orchestrate a first-class customer journey with ACD
Ensure customer experience and satisfaction remains high by automating
a swift journey to the agents best suited to handling the call.
Skill-based routing
Ensure inbound calls are swiftly navigated to the agents best suited to handle the query.
Enhance customer experience
Delight customers with a smooth journey and take your first contact resolution to new highs.
Optimize agent management
Boost agent productivity and confidence by only allowing them to handle they’re trained to.
Prioritize VIP customers
Create a special line of service for your most important customers to resolve their call quickly.
Sync ACD with IVR
Automate and personalize ACD further with IVR to provide caller options and verification.
Increase cost efficiency
Quicker call resolution leads to cost reductions and supports you in reaching your specific goals.
How Automatic Call Distribution (ACD) works
1. Set up call conditions
You can easily set up your ACD navigation by using “if-then” statements.
Examples: “IF the caller’s prefix is +49, THEN forward to German-speaking agents” or “IF the phone number isn’t in the database THEN forward to the sales department”.
2. Assign appropriate agents
Once you’ve set up your ACD’s navigation, then you can populate the workflow with the most suitable agents depending on factors such as roles, languages, and level of experience. This function is what we call skill-based routing.
3. Connect with your IVR
Link your ACD with another built-in feature of our cloud contact center platform; IVR.
Assign menu options to keypad buttons and to allow the customer to define their own journey and collect data to further enhance personalization. You can also augment this a verification process to make the customer experience even more efficient.
“The real-time monitoring greatly helps our work as it allows us to better allocate our resources.
For example, if one queue is too busy, the supervisors can react immediately and
assign extra workforce to that queue to be able to handle each call.”
Customer Services Director, Teladoc
How clients used ACD and other features
to evolve their contact center activities
TBI Bank
Helping TBI Bank handle high call volume and gain customer data insights
Using our cloud-based contact center solution, TBI Bank is now able to handle 95% of their incoming calls which led to a 50% increase in efficiency.
Provident
Evolving a multi-activity contact center through intelligent features
Learn how leading loan company, Provident, completely modernized their contact center setup with VCC Live and benefited from a host of improvements as a result.
Teladoc Hungary
Skills-based Routing with VCC Live for Smooth Customer Interactions
With Skills-Based Routing and Real-Time Monitoring, Teladoc Hungary is not only able to immediately react to peak periods but also route their calls to their most suitable agents.
