Automatic Call Distributor (ACD)

Using automated routing to maximize agent utilization and boost customer satisfaction

Our automatic call distributor (ACD) technology routes all inbound interactions—email, voice, rich web chat, SMS/text, and social messengers—to contact center agents based on their skills and availability. Fair distribution of interactions translates to automatic, reasonable agent selection, short wait times for incoming calls, increased agent efficiency, and high customer satisfaction. Bright Pattern Contact Center extends common ACD functionality for omnichannel blended contact center solutions using an agent capacity model.

Precise and Fair Distribution of Calls

ACD makes it possible for customers to get the best help from the most qualified agents. When calls and chats are routed to agents based on skill and availability, calls are sent automatically to the agents who are best able to handle the interaction.

A tiered structure further helps distribute calls fairly. For example, our ACD functionality targets the best matching agent by looking for the most specifically skilled agent, the most widely (i.e., generally) skilled agent, or the best agent (where “best” is defined specifically by your contact center). Next, the ACD could filter through available agents by looking for an agent who has multiple skills, an agent who handled that interaction before, or an agent who has experience working with the same contact.

Omnichannel Capability

ACD works hand in hand with our blended omnichannel capability. When contact centers provide omnichannel support, agents and customers interact easily using any channel, including voice, email, SMS/text, social messenger apps, video calls, and video chats, which vastly improves the customer experience. Not only can customers reach an organization on the channel of their choice, they may start an activity on one channel and switch to another at any time.

When teamed with ACD, our innovative omnichannel solution allows customers to call, text on the go, email, and stay connected using mobile messengers—all while receiving service from the agent who is best able to help. All channels of communication are integrated and distributed to agents automatically to provide efficient, consistent customer service from your organization to customers.

Moreover, omnichannel routing allows agents to handle multiple interactions concurrently. While waiting for a customer’s reply, for example, an agent could be typing a response to another customer, accepting a call, or sending an email. Our blended omnichannel solutions enable both agents and customers to make the most of their time.

Reduced Call Abandonment

Long wait times are a known source of frustration to customers. Our ACD solutions can ease the pain by finding a suitable agent faster. ACD simplifies the process of escalating calls to a wider group of agents if the calls wait longer than a specified threshold. What’s more, our ACD solutions can overflow such calls to other destinations or call centers—anything to get the caller out of the queue and connected to an agent.

In addition to escalating and overflowing calls, playing helpful audio treatments (e.g., announcements, self-service options, contact information, etc.) at the right moment can keep callers on the line longer.

Convenient Virtual Queue Callbacks

Virtual queuing improves customer satisfaction and reduces toll-free costs. This technology allows a customer to hang up during peak call center times and then receive a callback when the next agent is available. If virtual queuing is selected, customers can keep their place in the queue (i.e., in “line) without having to stay on the phone.

Useful beyond voice calls, virtual queuing gives customers the chance to receive callbacks, SMS/text alerts, and social messenger alerts on their mobile phones. Customers who contact your company via a mobile app can go about their business and get alerted when the next agent is available. When paired with ACD functionality, customers not only get help from the right agent, they get help when it’s convenient for them.

Priority Routing

Blended interaction distribution takes into account multiple skills, contact history, escalations and priority, irrespective of channel. Based on back-end data, interactions also can be distributed personally or reprioritized.

Follow-the-Sun Routing

Follow-the-sun routing to keep calls answered by local agents or send them to remote sites if no local agents are available. Overall, interactions are prioritized in whichever way makes sense to your contact center, without sacrificing customer satisfaction.

Intelligent Routing Based on Data

Our data-driven ACD routing distributes interactions to the correct agents based on information provided by the caller, and/or records already stored in your CRM. Automatic call distributors will use all available information to look for the agent who is best qualified and most experienced to help the customer, given what is already known.

At-a-Glance Data from CTI Screen-Pop

Your contact center does not even need to have a call history with the caller to receive such data. Thanks to our partnership with The Data Group, real-time data from The Data Group’s database of caller profiles is distributed to the agent who accepts a call. Even better, the agent who accepts the call is provided with a CTI screen pop of the caller’s information, enabling the agent to view existing caller records and update them with caller-provided information.

Reports

In our out-of-the-box reports, you can view and filter through the details of all your contact center’s interactions. All ACD interactions are recorded and saved, across all channels, so that you have actionable data to use when assessing routing efficiencies, agent performance, service and campaign performance, and so forth. Reports can be scheduled and generated automatically, in whichever way suits your call center.

Workforce Management (WFM) Integration

In addition to gathering actionable data for your own contact center’s use, our ACD provides data to workforce management (WFM) systems such as Aspect, Verint, Nice, Monet, and Pipkins, which help agents and supervisors with scheduling, forecasting, and adherence tracking.

Integration with WFM means that your contact center has everything it needs to maintain a productive workforce across the board for field service management, human resource management, performance and training management, data collection, recruiting, budgeting, forecasting, scheduling, and analytics. Real data leads to real solutions, particularly when applied to agent productivity and the various aspects of your contact center’s performance.

Why Wait?

We are happy to answer questions and discuss specific workflows and requirements on a live presentation online, or set up a pilot project to trial the solution without paying any license fees

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