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Call Center Solutions (ACD)

It is important that incoming phone calls are distributed efficiently. This prevents your business relations being kept ‘on hold’ for unnecessarily long periods, raises your service level and ensures that the caller is directed to the appropriate employee. Automatic Call Distribution (ACD) makes things easy for organisations!

What is ACD?

Automatic Call Distribution does just what it says. For example, dynamic queue information tells callers about their position in the queue and/or the expected waiting time. ACD also gives employees more control over incoming calls. Optional software such as ACD Wallboard and the ACD Client application gives them a clear overview of the number of calls in the queue, the average waiting time, the number of agents in the group and the service level attained. ACD Reporting also provides clear historic insight into your employees’ performance.

Why is it important?

Automatic Call Distribution ensures that incoming calls are automatically routed to a free agent. This is based on availability and the number of calls/call duration of these agents and helps distribute the calls fairly. Options include fixed routing, cyclical routing or routing based on the agent with the fewest calls. Agents can join several ACD groups at the same time, while distinguishing between calls from the various ACD groups.

ACD features

Here are just a couple of the features provided by the ACD feature in the @COM Business Manager:

  • Dynamic queue information
  • Skill based routing
  • Queue prioritisation
  • Announcements for agents
  • ACD Wallboard
  • ACD Agent software
  • ACD Reporting software


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