AUTOMATIC CALL DISTRIBUTOR (ACD)

Automatically Routes Communication Interactions to the Best Available Agent

Maximize customer satisfaction and agent productivity with automated omnichannel routing of all communication interactions. Many legacy ACD systems are limited and route only voice calls. The Bright Pattern Contact center platform utilizes advanced ACD software to route all channels of communication (e.g., phone calls, SMS, messaging, chat, email, etc.) and selects the most appropriately skilled center agent to best respond to that interaction, resulting in the highest levels of customer satisfaction.

During a communication interaction or series of interactions, you only get one chance to make a great first impression. With Bright Pattern Contact Center software’s robust automated call distribution (ACD) technology, your customer can choose the method(s) of communication of their choice and be assured that the most appropriate contact center agent is handling their interaction. This assures that the first call, chat, or message to your call center will be seamless, efficient, effective, and most importantly a personal customer experience.

 

WHY BRIGHT PATTERN ACD?

The Bright Pattern ACD will be the cornerstone of your call center solution. It ensures that you are addressing customers based on your business strategy. With our omnichannel routing engine, we will ensure that each communication interaction will be routed to the appropriately skilled agent best equipped to deliver a personalized and successful customer experience with the least amount of waiting time.

Your contact center will be ready for every communication interaction with Bright Pattern’s integrated and extremely flexible omnichannel routing technology. Customers and agents can begin a conversation on one channel and switch to another based on their needs. Best of all, your call center team members can handle multiple interactions simultaneously, utilizing every second of available time to maximize productivity and improve customer satisfaction.

Bright Pattern’s ACD technology allows you to implement myriad of business strategies to optimize your call center suites through the use of our powerful omnichannel routing technology. It is both powerful and simple to customize right out of the box. Based on your workflow, business hours, and business strategy, you can define the parameters on how you wish to route interactions and enhance the customer journey.

EXAMPLES INCLUDE:

bright pattern omnichannel acd

The ultimate goal of all of Bright Pattern’s powerful automatic call distributor technology is to simplify necessary actions and reduce the time from the first ring, ping, or notification to the moment your customer reaches the agent best suited for the interaction. Ranked among the best call center software available today, Bright Pattern Contact Center solutions enhance and extend ACD functionality to include many key features. including:

  • Precise and automatic call distribution
  • Omnichannel routing
  • Call recording
  • Call abandonment reduction
  • Virtual queue callbacks
  • Priority routing strategy
  • Follow-the-sun routing
  • At-a-glance agent pop-ups
  • Multiple reporting options
  • Workforce optimization software integration
  • And much more

AGENT PRODUCTIVITY

The Bright Pattern Call Center software solution and ACD is built with your agents in mind. No matter how many agents staff your call center team, Bright Pattern’s call distributors will intelligently route the interaction to the most qualified available call center agent without overwhelming workloads or elongated customer call queue times. Your Bright Pattern Contact Center ACD can be programmed to direct calls based on specific skills, broadest skillset, or any other settings you define. Should those agents be unavailable, our tiered routing structure will filter available team members to quickly identify a specific agent with multiple skills who has previously interacted with the caller, or someone who has handled that particular type of interaction, question, or problem before. Seamless integrations with customer relationship management systems allows our ACD platform to access and display real-time data, including caller information and interaction history, within a convenient pop-up screen for the agent accepting the call. Because all ACD interactions are recorded and saved, robust reporting on agent based performance, call statistics, and more is simple, thorough, and up-to-date.

 

SUMMARY: BRIGHT PATTERN ACD

The Bright Pattern ACD solution is the most advanced in the marketplace.  By managing all interactions on a single unified platform, we allow the customer to interact on the communication channel of their choice while maintaining context and delivering a highly personalized experience. Our powerful Omnichannel routing technology enables you to execute a myriad of strategies that best fit your business needs. This results in higher agent productivity and satisfaction, reduced costs, and greater customer satisfaction.

BRIGHT PATTERN CALL CENTER SOFTWARE

The choice of enterprises of all sizes and across various industries

WHY WAIT?

We are happy to answer questions, discuss specific workflows and requirements on a live presentation online, describe core benefits, or set up a pilot project to trial our applications without paying any license fees. Let Bright Pattern’s call center solution help you change the pattern of customer service