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 Voice 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 Voice 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 Voice ACD system finds the best available agents wherever they may be located.