Automatic Call Distribution (ACD)

Our Automatic Call Distribution (ACD) solutions allow management to schedule within budget by using reports forecast activity levels on an employee's shift, weekly or monthly basis. The employees working schedule can all be set and associated to Automatic Call Distribution levels (ACD) so that they are working at the optimum level set to individual employees.

The Scheduling solution reduces costs and payroll expenses by avoiding unnecessary scheduling and reduces the time of manual scheduling. This also avoids scheduling conflicts in employee availability and overtime eligibility, whist ensuring agents are performing to their highest standards on and off the phone as scheduled.

ACD is a feature-rich voice automatic call distribution solution that enables calls to be evenly distributed among Contact Centre agents, for a cost-effective use of pooled resources and improved customer service. It ensures the equal distribution of incoming calls to the most appropriate group of agents based on the type of information or service required by the caller.

This has many benefits such as the ability for call's to be fairly routed throughout the Contact Centre based on the longest idle or highly skilled agent, automatic call rerouting and prioritising individual callers, including voice announcements within the queues and the ability for Supervisors to silently monitor call answered by an agent, also after hours services can be intelligently controlled.

ACD resiliency provides Contact Centres with an immediate response to outages and allows IP phones to remain in service in the event that a controller fails, or is taken out of service for maintenance, as the IP phones automatically re-register with a secondary controller and continues as normal, adding to your business continuity planning.

ACD brings enhanced features to your Contact Centre and gives your workforce and agents to tools to work more efficiently.