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ACD - Automatic Call Distributor

Intelligent Multi-Channel IP ACD with universal queuing.

Within BeinContact there’s an Automatic Call Distributor and IVR system that provides one single point of queuing and routing for all contact types, including phone calls (traditional Automatic Call Distributor), videophone calls, email, fax, SMS, voice mail, web chat, web voice, web video, web collaboration and social. All of these contact types are seamlessly blended into a single queuing and routing intelligence (the “UQ”), and all can follow the same call flow and routing rules.

Skills-based Automatic Call Distributor Routing matches the most appropriate agent to each contact, sending returning customers to the same agent who handled the original interaction.

Dynamic Inbound ACD Routing Automatically selects the most qualified resource to handle customer enquiries by aligning skill requirements and work types with real-time system conditions. Blend resources easily between contact handling in different lines of business or contact types.

Contextual Enterprise ACD Routing Centralises contact distribution strategies to create a virtual queue across a network of systems and agents.