inContact ACD
Time to Upgrade Your Contact Center Solution?
Select the on-demand ACD solution that will always connect your customers to the right agent.
The goal of an ACD (Automatic Call Distributor) is to get your customer to the right agent as quickly as possible. The inContact® award-winning, on-demand ACD provides advanced contact handling and routing functionality along with a full suite of management services.
Some of the inContact ACD™ features include:
- Skills-based routing that sends the call to the appropriate agent without unnecessary transfers and hold time
- A universal contact queue that provides a consistent level of service no matter what contact method is used
- Automatic call back that eliminates customer hold-time; instead the system calls the customer back when they move to first place in the queue
- Inbound/outbound call blending balances the contact center’s activity level and maximizes productivity by keeping agents engaged when the inbound queue slows down
- Database connectivity provides caller-specific information each time the call is transferred
Call Center Software Benefits:
- Painless and fast scaling to increase your agent capacity with one phone call
- Inbound/outbound call blending balances the contact center’s activity level and maximizes productivity by keeping agents engaged when the inbound queue slows down
- Automatic call-back eliminates customer hold-time; the system calls the customer back and places them first in the queue
- Skills-based routing sends the call to the appropriate agent without unnecessary transfers and hold time
- Assign multiple skills by agent to ensure maximum utilization of resources
- Offers detailed reporting capabilities to effectively track each agent
Call Center Software Benefits:
- A universal contact queue provides a consistent level of service no matter what contact method is used
- Painless and fast scaling to increase your agent capacity with one phone call
- Assign multiple skills by agent to ensure maximum utilization of resources
- Create outbound campaigns to generate new sources of revenue
Call Center Software Benefits:
- Operate in harmony with your existing PBX
- Tightly integrate with your CRM
- Database connectivity provides caller-specific information each time the call is transferred
- Receive delivery via a SaaS model—no hardware to monitor, no late or weekend support calls and you can manage it from anywhere
