The Automatic Call Distribution allocates the incoming calls via the telephone system to the individual employees in the customer service department.
Automatic Call Distribution (ACD) analyzes and identifies the service number called and the caller’s phone number, and forwards them to a specific employee depending on the service number, region/sales area, topic, or priority (such as VIP customer, key account, private customer, new customer, etc.)
Callers who cannot be assigned to an employee or department end up in the queue and are connected to the next available employee at the service number. In this way, with the help of ACD, customers are served without long queues even during peak times. In order to further reduce the costs for the telephone system and relieve the employees, the caller can also be guided through dialog with an Interactive Voice Response (IVR) and connected through to the appropriate department.
In addition to the functions described, ACD systems have the options of statistical evaluation of call parameters and connection with Skill-Based Routing (SBR), in which calls are routed to the call agent best suited for handling them.
The Dynamic Flow is the central workflow engine with voice portal functionality of IP Dynamics. It controls the processing of contacts from all common sources and media. All channels converge here. Even the integration of external IT resources is possible. The interaction with our Dynamic Brain and Dynamic View is the ideal combination for the perfect handling of your communication channels.
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