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Compared 39% of the time.
Compared 27% of the time.
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Compared 18% of the time.
Compared 38% of the time.
Compared 28% of the time.
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Compared 12% of the time.
Also Known As
|Also Known As||Call Center ACD|
|Overview||Aspect Call Center Automatic Call Distribution (Inbound ACD Systems) automates the entire inbound customer interaction - from self-service, to contact routing, to agent skill selection, to contact recording and post-inquiry surveys. Automatic call distribution (ACD) is used to direct incoming calls (or other channels) to the appropriate service agent. This particular system is designed to help make contact centers more efficient by using a set of automated rules to determine the appropriate representative for each caller. Some of the rules that help ensure quality include geographic matching, customer self- selection by IVR or by routing a customer based on account ID or ANI. An ACD strategy typically reduces call handling time and improves customer satisfaction by increasing the probability that a customer inquiry will be resolved during the first contact.|
Intelligent Contact Routing Makes the Perfect Match Between Agents and Customers
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|Sample Customers||CVS Caremark Corporation, Telexpress Corporation, Ping An Insurance, HomeShop18, Asian Paints Ltd., Greater Cincinnati Water Works, Cellular One, CCS Companies, Northshore University HealthSystem||RSA Medical, MOBITECHS, Capita IT Services, Pan Pacific Hotels Group, Maccabi Healthcare Services, SR Technics, Hampshire County Council, Severn Trent Water, SMECO, nTelos|