Automatic Call Distribution (ACD)
Automatic Call Distribution (ACD) systems distribute phone calls and other types of contacts to agents at a contact centre. ACD software is typically used when there are high volumes of calls that require sophisticated routing rules to determine the most appropriate agent to handle each call.
OpsCentral offers Universal Queue, an omni-channel solution to ACD that expands the scope of the technology beyond simple voice calls to cover contacts across all channels — chat, web, email, social media and mobile.
Because OpsCentral is in the cloud, your contact centre will not be constrained by physical boundaries. Whether you have one contact centre, multi-site contact centre operations, or distributed at-home agents, the OpsCentral ACD system finds the best available agents wherever they may be located.
Routing Across Channels
OpsCentral leverages business rules to prioritize different channels and interactions and decide which resources best fit a customer’s needs based on their historical preference.
Self-Sufficiency for Users
Non-technical users can easily set up and make changes to the ACD system.
Change Routing Strategies
OpsCentral gives you the ability to create virtually any routing scenario in just minutes with simple drag-and-drop icons. On the fly changes can be immediately deployed to your operations.