You can level up your contact center with ACD and other
built-in features as part of our fully customizable platform.
Intelligently connect customers and agents
with an ACD system you can easily manage
in our cloud contact center platform.
Ensure customer experience and satisfaction remains high by automating
a swift journey to the agents best suited to handling the call.
Ensure inbound calls are swiftly navigated to the agents best suited to handle the query.
Delight customers with a smooth journey and take your first contact resolution to new highs.
Boost agent productivity and confidence by only allowing them to handle they’re trained to.
Create a special line of service for your most important customers to resolve their call quickly.
Automate and personalize ACD further with IVR to provide caller options and verification.
Quicker call resolution leads to cost reductions and supports you in reaching your specific goals.
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
You can level up your contact center with ACD and other
built-in features as part of our fully customizable platform.