Intelligently use to route contacts based on ANI and DNIS .Our ACD solutions allow you to easily apply inbound automatic call distribution routing for all contact types, dialer solution including voice, email, chat, IM, social and SMS.
Lgorithm’s ACD ensures uniform call distribution across available agents and balanced load distribution across multiple office locations. Lgorithm’s ACD systems intelligently use ANI and DNI system to route the calls. It also comes packed with customized routine engine that distributes call based on pre-defined rules including skill-based call routing, FIFO and priority. In addition, it comes pre-integrated with an IVR that provides for options of self-service and also to reach the specified department directly.
- LRU, Round Robin, Skill Based routing strategies.
- Queue Failover / Load balancing.
- Handle priority Calls first.
- Decide Customer Segmentation using 3rd party business logic.
- Automatic voice compression.
- Multiple format recording.
- Filter Voice Logs by Agent / Queue / Disposition etc.
- Advanced Call flows via Node flow designer.
- Out-of-Office, Holidays, Special messages, Queue Wait Time handling.
- Web Services or Database integration with 3rd party applications.
- Voicemail / Schedule Call backs from IVR itself.
- Real-time Queue Statistics / Agent Statistics.
- Interval based ACD reports.
- SLA monitoring.
- Assign Skills, Change queues in run-time.
Exclusion And DNC
- Do-not-call Compliance.
- Campaign & Media level exclusion.
- Screen pop CRM Interface and knowledge base.
- Missed Calls notifications.
- Send SMS / Email via 3rd party integrations.
Using Blended capabilities, users can login into multiple campaigns at a time. Blended feature allows users to attend both incoming as well as outgoing calls with dialer solution. Users can log in into multiple inbound campaigns and single outbound campaign.