It is known to many as an Automatic Call Distribution system or the ACD system. It distributes incoming calls to the right agent in your company. Today, most of the call routing engines are integrated into the CIT system, computer telephony integration system. It enables one to adjust the routing rules, without the need for IT assistance. There are many levels in which these systems are sophisticated. A powerful ACD integrates a call tracking solution and routes a call depending on a specific channel of advertising as well as a keyword in various search engines. Here are some of the benefits of integrating this system into your organization.
Calls Are Flawlessly Routed
The system route calls based on an algorithm. The system considers the contact of the caller, caller’s data, their area code, IVR configurations, agent skill, their availability and your organization rules. Routing of calls … Read more