Why use an automatic call distributor?
How it works
Route calls intelligently
Divide agents into groups that specialize in handling specific call types, and then route those calls to them. This kind of routing drastically reduces average handle times.
Manage shift timings by routing calls based on the time of the day. Also use this to divert after-hour calls to an IVR, a mobile phone, or to agents operating in another time zone.
Route calls based on customer categories. Skip call queues for high-value customers and divert them to specialized skill groups.
Distribute calls evenly
Idle agent first
When you have a dedicated call center, use this system to equally distribute talk time amongst your agents. First, divert calls to the agent with maximum idle-hours.
Round robin routing
Use round-robin to route calls to a list of agents sequentially. Use this to distribute the number of calls amongst your agents equally.
IVR takes a voice message from the caller. The system can alert the supervisor or automate callbacks.
Divert customers to a self-service IVR when call queues are too long
Abandoned call alert
Get alerted when callers abandon queues and organize callbacks to them.
If calls volumes to one skill group are high, divert calls to another skill group.
Loaded with smart ACD features
you need to run an efficient inbound or blended call center.