The Automatic Call Distribution Software is an intelligent system that allows incoming calls to be routed to the best skilled Agents, or to an automatic IVR (Interactive Voice Response) able to answer the calls and capture Customers information.
BeInContact’s advanced Automatic Call Distribution software enables routing to all communication channels (Phone calls, sms, social media messaging, chat, email, etc.) then selects the most appropriate Agent to handle the interaction, resulting in the highest levels of customer satisfaction.
Maximize customer satisfaction and agent productivity with automated omnichannel routing between any communication channels.
The BeInContact ACD system provides all the functions of a traditional ACD system call center, but combined with new generation functions that guarantee flexibility and ease of configuration using web-based graphic tools. Automatic call distribution software, depending on the specific skills, service or channel, always reaches the available Agent with the highest percentage attributed, in order to reduce waiting times and improve the Customer Experience. Discover the “Follow-The-Sun” function: calls are automatically and dynamically forwarded to Agents considering the working hours and the relative time zone in which they operate.