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Automatic Call Distribution (ACD)
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All contact centers need a system to process calls and other interaction types like email and chat. Contact centers use an ACD
- Automatic Call Distribution to manage the flow of inbound calls and to route them to the most appropriate agent.
We often combine Interactive Voice Response or Web front-ends with our skills-based ACD
- Automatic Call Distribution to make sure your customers with support issues are being routed to the exact individual who can help them. And for inbound sales or customer retention we make sure that the call goes to the representative with the highest likelihood of a positive outcome.
We run a unified queue, where all methods of communication, including IVR, chat, email, fax or social media, are treated in the same manner, giving your customers the option of when and how they want to interact with you.
It's all about applying the right talent to the right problem to make the customer experience better while controlling costs. With our multichannel routing and ability to share resources, a call from London may be best-handled by an at-home agent in Ohio. As a cloud-based contact center, NexxPhase gives you the flexibility to use the ACD
- Automatic Call Distribution to distribute any interaction to any point in the network. |
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