Application modules Automatic Call Distribution
Automatic Call Distribution |
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In an inbound call center, the challenge is to respond as quickly and efficiently as possible to customers. The ACD is therefore essential. It is a device that enables call management by automating the distribution to different agents depending on their availability and productivity. Calls are routed intelligently based on rules defined by the user management service. This system allows you to manage work time agents, balancing the use of telephone lines to handle the overflow of calls but also to generate statistics. For better efficiency, the ACD is often part of a Computer Telephony Integration (CTI).This allows agents to match the incoming phone calls with relevant data present on their PC via a popup screen. The ACD system may be coupled to an Interactive Voice Response (IVR). Indeed, when many customers call and advisors / agents are busy, then it is interesting to establish a voice server for routing and sorting calls. The introduction of natural language on a voice server allows qualification of the call and a quick linking either to a specialized agent to be a talker. This additional module is not only dedicated to a call center. We also can implement for small and medium enterprises.
The main phases of a call distribution 1 / the call comes on a pilot in the best case is open. But it may be that it is closed or blocked (no agent available to take calls). 2/when a call arrives, ACD (Automatic Call Distributor) will determine which queue is most suitable. It will look at each queue in the order of priorities that it is appropriate and will place the call in the first that is not full. 3 / If all agents are busy, the caller is placed in the queue and greeted by a recorded message that provides immediate assistance for the next available agent. The corresponding queue can listen to music or a recorded message touting the marketing operations of the moment. (If the queue is full, the caller will be redirected to the line of deterrence: voice mail asking the customer to call back later). 4 / the call then leave the queue to be distributed to an available agent.
This scheme offers automatic call distribution using the interactive voice response (IVR) to determine call routing. When an incoming call is received, the ACD IVR coordinated determines the customer's choice. The system ACD examines then transfers the call to the agent qualified and available.
The benefits of ACD digiCONTACTS
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