Automatic Call Distribution (ACD)

//Automatic Call Distribution (ACD)

Automatic Call Distribution (ACD)

A 40-year Tradition of Remarkable Customer Experiences.

More than four decades ago, Aspect created the very first intelligent ACD system to power the inaugural call center flight booking system for Continental Airlines. Our customer interaction management solutions have grown by leaps and bounds, continuously adapting to today’s savvier consumers and ever-changing market needs.

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Connecting Customers with the Best Agents Across the Enterprise

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Make good use of unified communications and collaborative technologies to engage workers across the enterprise while simplifying business processes, Skills-based routing matches the most appropriate agent to each contact while specific agent recall delivers customers who follow up on their first contact to the same agent that handled the original interaction, Deliver informed, powerful interactions in and across every channel, turning routine interactions into strong customer connections.

Inbound ACD Routing and Queuing

Our contact center platforms make it easily to apply inbound routing for all contact types, including voice, email, chat, IM, social and SMS, increasing efficiencies when customers are looking for answers. Use any combination of ACD route and queue types to support and differentiate your customer service strategies.

  • Dialed number (DNIS)
  • Calling party identification (ANI)
  • Skills-based Routing
  • Dynamic Inbound Routing
  • Enterprise Routing and Queuing
  • Priority Routing and Queuing
  • Wait-time & Queue Position Notification
  • Queue Optimization & Scheduled Call Back
  • Abandoned Call Recuperation for Call Back
We Route Questions to Answers Graphic
By |2019-01-02T02:27:11+00:00January 2nd, 2019|Uncategorized|Comments Off on Automatic Call Distribution (ACD)

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