Blended Automatic Conversation Distribution (ACD)

Our omni-connected system helps you interact with your customers over a 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 Bright Pattern 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.

Automatic Call Distribution (ACD) was last modified: by