Contact Center Automatic Call Distribution
What is a Contact Center ACD? An efficient automatic call distributor is vital to the overall effectiveness of contact centers. Below is a list of companies that can implement an integrated software solution with ACD for your support centers.
ACD routes inbound and outbound calls on predetermined criteria, streamlining the communication process. A traditional call distributor automatically processes incoming calls on a first-come, first-serve basis. An ACD system typically answers calls immediately and, if necessary, holds it in a queue until it can automatically route it to the next available agent. Find ACD software and ACD solutions for your contact center below.
3CLogic offers a complete suite of inbound, outbound, and
blended cloud-based contact center solutions based on an innovative distributed
approach (Virtual Telephony Application Grid or V-TAG) that eliminates the need
for legacy server-centric architecture. Providing companies with a 360-degree
view of all their customer interactions, regardless of the channel chosen,
3CLogic’s solutions allow for a timely and accurate means by which to offer
first call resolutions. As a true cloud software solution, hosted on AWS, it
offers seamless integration with other cloud-based solutions, including CRM and
WFM, while providing market-leading security, scalability, and reliability.
Finally, in addition to traditional contact center features (i.e. multichannel
communication, IVR, ACD, predictive dialer, etc.) 3CLogic provides a powerful
reporting framework with business analytics and real-time scripting engine.
Aspect builds customer-company relationships through a combination of customer contact software and workforce optimization for the enterprise.
Cisco is the worldwide leader in networking for the Internet and a leading provider of communication and collaboration solutions, including solutions for the contact center. Cisco customer solutions combine powerful contact center multi-channel routing and queuing with voice self-service to create unique, content rich experiences. Cisco is also delivering the next wave of customer care that enables enterprises to integrate traditional contact center tools and processes with Web 2.0, emerging social medias, and video in order to deliver compelling customer experiences and proactively manage a company’s brand and reputation.
EdgeVerve Systems, a wholly owned subsidiary of Infosys, develops innovative software products and offers them on-premise or as cloud-hosted business platforms. Our products help businesses develop deeper connections with stakeholders, power continuous innovation and accelerate growth in the digital world. We power our clients’ growth in rapidly evolving areas like banking, digital marketing, interactive commerce, distributive trade, credit servicing, customer service and enterprise buying.
Our flagship offering in the space of customer experience management, AssistEdge, is an enterprise class customer service product that delivers an integrated, cross-channel experience and reduces service intensity by enhancing operational productivity. For more information, please visit: www.edgeverve.com/assistedge
Genesys is a leading provider of customer engagement and contact center solutions. With more than 3,000 customers in 80 countries, Genesys orchestrates more than 100 million customer interactions every day across the contact center and back office, helping companies deliver fast and optimal levels of customer service with a highly personalized cross-channel customer experience. Genesys also prioritizes the flow of work to back office personnel resulting from any customer interaction, internal workflow or business application, optimizing the performance and satisfaction of customer-facing employees across the enterprise.
The inContact platform includes ACD software with skills-based routing, IVR with speech recognition, CTI capabilities, reporting, work force optimization, eLearning, agent hiring and customer feedback measurement tools. Taken together, the inContact service center platform creates an integrated, all-in-one software solution for operations seeking to support call centers, including those with a distributed workforce – either at-home or multi-site. Please see inContact’s cloud contact center solutions.
Interactive Intelligence offers unified business communications for contact center automation, unified communications, and business process automation, with our open standards, all-in-one software suite. Over 5,000 organizations worldwide currently benefit from our on-premise or cloud-based solutions, both of which include value-added services for software, hardware, implementation, consulting, support and education.
Pipkins is committed to being the leading supplier of innovative and quality workforce optimization systems and services to domestic call centers and to strategic international customers. Pipkins supplies the world's first third generation management solution that forecast call volumes and staffing requirements, while correlating special business activities. It then optimally schedules agents in a multi-skill set call center environment.
Verint® is a global leader in
Actionable Intelligence®, which has become a necessity in a dynamic world of
massive information growth. By empowering organizations with crucial insights,
Verint solutions enable decision makers to anticipate, respond and take action,
and make more informed, effective and timely decisions. Our solutions are
designed to address three important areas of the actionable intelligence
market: customer engagement optimization; security intelligence; and fraud,
risk and compliance. Verint’s vision is to create A Smarter World with
Actionable Intelligence®, and today, more than 10,000 organizations in over 180
countries—including over 80 percent of the Fortune 100—already benefit from
The virtual queuing solutions from Virtual Hold Technology® assist support desks with first call resolution and other customer service goals -- despite small staffs. Virtual Hold informs callers of the estimated wait time and gives them the choice of remaining on hold or receiving a callback when it’s their turn to speak with an agent. Virtual Hold: * Improves FCR, reduces abandoned call * Eases transfer and escalation headaches * Increases caller satisfaction and employee efficiency. To learn more about Virtual Hold solutions, visit our website and then try a demo by calling 888-412-2214. To set up an introductory meeting or have VHT build a business case analysis for your business, email firstname.lastname@example.org or call 877-886-8187.