Automatic Call Distribution - ACD:
Instead of simply sending inbound Call to an available agent, ACD systems categorize calls then automatically check the system to see which available agent has the most relevant skills and experience to help the customer.
Cisco Intelligent Call Routing (Skills-based Routing - Precision Routing):
Cisco's intelligent call routing algorithm helps callers quickly find the right agent with best skills based on the caller's needs.
Database Routing (condition routing):
Routing calls based on predefined conditions - for example routing based on customer type or phone number. It is highly recommended for when you want to set higher priority for any group of customer such as VIP customers.
Support flexible greetings (weekdays, holidays), record customer requests via keypress. Support integration with database serving for routing purpose. Support self-service to customer in order to increase the capacity of Call Center.
Re-route on Ring no Answer:
Make sure your customers are always on hand even if the assigned agent misses the call.
Advanced callback support, which helps customers minimize waiting times on the switchboard, increase customer satisfaction as well as employee productivity.
Post Call Survey:
Get Customer Surveys after the end of every conversation, automatically by the system.
Helps speed dialers call out results to achieve more successful call rates. There are many call-out modes: preview, predictive, progressive and auto dialing.
100% of the calls are recorded for quality control or other purposes.