Automatic Call Distribution (ACD) is an application that allows a large volume of calls to be answered by a small
number of people, and ensures that calls are dealt with as quickly and efficiently
as possible. It can distribute incoming calls to agents in the order they were received,
or based on pre-programmed handling instructions, agents’ status, skill-sets and
capabilities.
Radiance’s ACD solution goes beyond simply distributing your calls. It records information
such as incoming call volume, the amount of incomplete or overflowed calls, and
peak calling hours. This means that your supervisors can better assess staffing
and training needs.
If your contact centre spans multiple locations or across time
zones, we also offer the option of virtual routing, which is a cost-effective way
of distributing calls and even extending your business hours. |