Blended Automatic Conversation Distribution (ACD)

Our omni-connected system helps you interact with your customers over phone, email, social messengers, SMS, video, rich web chat and mobile applications.

Handling more than one interaction of various media types, including multiple simultaneous communications between a representative and a customer is a breeze with our ServicePattern contact center software.

Blended automatic conversation distribution (ACD) takes into account multiple skills, contact history, escalations and priority, irrespective of channel. Based on back-end data, interactions can also be distributed personally or re-prioritized.

Fine control over the interaction blend on an agent desktop is actually easy to set up: things like “a voice call can interrupt processing of e-mail or interrupt up to 2 chats” are easy with Agent Capacity model.

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