ACD (Automatic Call Distribution)

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.

• Cost sav­ings thanks to the fun­da­men­tal ser­vice relief and effi­ciency
• Increase in employee effi­ciency thanks to the reduc­tion of inter­nal cus­tomer call for­ward­ing rates
• Increase in cus­tomer sat­is­fac­tion thanks to the reduc­tion of wait­ing times

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.