Automatic Call Distribution (ACD) has revolutionized the contact center industry by delivering the ability to manage, route and handle customer interactions systematically and efficiently. Contact center software with superior ACD deliver robust, stable and proven call-handling capabilities to many mission critical businesses. Key ACD features include call routing, automated customer interaction, queuing with prioritization and balancing, as well as skills based routing.
Next generation ACD features provide flexibility to the call taking and handling processes of customer interactions, whether they are meant for high call volumes requiring call handling efficiency or low call volume, critical interactions requiring agility and unique processes. Enhanced functionality, such as skills based routing and voice recognition, has made these next generation ACD systems a must have for contact centers seeking to maintain their competitive edge. Technology has advanced in the underlying telecommunications connectivity, providing for unity of protocols like TDM (PRI E1/T1) or VoIP. Such advances allow ACD to seamlessly integrate VoIP and TDM, as well as handle all the PBX functionality. The resulting architecture provides the opportunity to create distributed contact centers with a centralized ACD and enables geographically distributed agent clusters to be easily deployed in order to achieve greater overall efficiency.
These evolutions in ACD highlight the emerging trends to maximize flexibility, agility and functionality within the contact center. There is detailed white paper identifying key considerations when selecting a Call Center ACD. It also examines how Indosoft Q-Suite ACD is capable of providing the differentiation demanded from a next generation contact center technology platform.