Route each contact to the right agent
With skills-based routing, ACD directs customers, on any communication channel, to the best available agent and improves your first call resolution rates.
No matter what interaction channel you use, Vocalcom’s automated call distribution (ACD) software directs inbound contacts to the most qualified agent available and lets you manage all of your contact center services.
Whether your agents are working from home or in different offices, Vocalcom’s ACD intelligently directs inbound and outbound contacts to the right agent with the best skills. Customize your call queues and adjust the overflow rules for each of your services with our ACD software.
With skills-based routing, ACD directs customers, on any communication channel, to the best available agent and improves your first call resolution rates.
Identify priority and VIP customers right away and direct them to your designated team to reduce their wait time and provide a high-quality experience.
Adjust your ACD services and settings in just a few clicks with no need for IT support. React in real time and quickly improve customer satisfaction.
With Vocalcom’s ACD, powerful automatic call distribution directs each contact to the most competent agent based on language skills, product knowledge, technical expertise, agent availability, and more. Improve interaction quality and customer satisfaction from the first call!
Our ACD solution routes all customer interactions to a single interface for your agents, no matter which channel is used—phone, email, chat, text messaging, web, instant messaging or social media.
Immediately identify your priority and VIP customers based on data from your IVR or CRM application. Shorten their wait time and connect them directly to the right team. Vocalcom’s ACD streamlines the customer experience and speeds up issue resolution.
Analyze your KPIs on real-time dashboards and react quickly to the hold time, resolution time, number of people in the queue and more. Adjust your services in just a few clicks with the ACD’s admin console to improve customer experience: flow distribution, agent assignment, queues, overflow strategies, etc.
Skill attribution, personalized queues, recording and automatic callback options, statistical tools, and more. A wealth of features to optimize management of your contact center, with Vocalcom ACD Software.
Personalize customer journeys and offer self-service voice options with a graphic, flexible IVR solution. No coding or IT skills needed!
Manage your inbound and outbound contacts across all communication channels – voice and digital – within a single platform.
Benefit from powerful trend analysis tools to develop a 360° view of your activity across all channels and make decisions quickly.
