ACD software utilizes automated call distribution technology to distribute inbound calls to contact center agents based on agent skills and availability. A game changer for call centers, ACD software can help improves customer satisfaction immensely by selecting agents fairly and automatically according to who is available and who is the most skilled at handling the call. Bright Pattern Contact Center includes ACD functionality in its omnichannel contact center solutions, enabling automatic routing of all types of interactions—email, voice, rich web chat, SMS/text, and social messengers—to agents based on their skills and availability.
ACD software provides:
- Automatic distribution of calls to contact center agents
- Short wait times for customers
- Fair agent selection based on agent availability and skills
- Efficient call routing for contact centers