Automated call distribution (ACD)
Equip your contact center with an automatic call distribution (ACD) solution
Optimise your contact centre operations to reduce average handle times and increase efficiency.
Features
Add ACD efficiency boosters to your contact centre
Sophisticated routing
Route interactions to the best agent or virtual system for the job based on a range of contextual factors such as customer intent and the history of interactions with that customer.
VIP response
Immediately route individuals you have identified as VIP callers to the most appropriate agent or the top of the queue.
Operational consistency
Make the most efficient use of agents spread across remote locations and time zones.
Callback facility
Improve customer experience by enabling callers to opt for a callback instead of waiting in a queue.
Automated call distribution boosts customer satisfaction
Route incoming calls to the agent best qualified to address a caller’s needs, or to an omnichannel bot, with an automated call distribution (ACD) system. The reduced handle time means less waiting and more satisfying service for your customers.
Benefits
Enhance your operational efficiency with ACD
Improved customer satisfaction
Resolve customer queries more quickly by ensuring they are handled by the right agent with the right skills or by a virtual system where that is more efficient.
Increased agent productivity
Make the best use of your agents’ time with a unified console and workforce optimisation tools that ensure rapid and accurate interactions.
Lower contact centre costs
Optimise the use of your contact centre resources and meet efficiency KPIs by gathering the data needed to continuously improve your distribution rules.
Ready to transform your customer relationships?
Find out how Odigo can adapt to your business challenges and organisation.