Overview

Deliver Informed, Powerful Interactions through Inbound Voice Channels

Contact Center Inbound Voice enables you to use any combination of inbound route and queue types to intelligently support and differentiate your customer service strategies. Match the most appropriate agent to each contact to provide faster, more efficient issue resolution and better service experiences. Queue across groups, teams or the entire agent population to meet SLA targets and efficiently utilize agent resources. Conditionally route customers according to contact center statistics, customer preferences or other internal/external data. Provide wait-time and queue position notification with the ability to offer scheduled callback when wait times increase.

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Capabilities

Inbound Call Center Software Routing and Queuing 

Turn routine customer service exchanges into strong customer connections. Our inbound contact center voice solution makes it easily to apply routing for all voice contact, increasing efficiencies when customers are looking for answers. Use any combination of ACD route and queue types to support and differentiate your customer service strategies.

  • Dialed number (DNIS)
  • Calling party identification (ANI)
  • Skills-based routing
  • Dynamic inbound routing
  • Enterprise routing and queuing
  • Priority routing and queuing
  • Wait-time and queue position notification
  • Queue optimization and scheduled call back
  • Abandoned call recuperation for call back

Glossary

What is an ACD/Automatic Call Distribution System?

Automatic call distribution (ACD) is used to direct incoming calls (or other communications, such as SMS messages) to the appropriate service agent. ACDs help make contact centers more efficient by using a set of automated rules to determine the most appropriate agent for each caller.

Some of the rules that help ensure quality include geographic matching, customer self-selection by IVR or routing a customer based on account ID or ANI.

An ACD strategy typically reduces call handling time and improves customer satisfaction by increasing the probability that a customer inquiry will be resolved during the first contact.

 
 
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