Contact Center Automatic Call Distribution
An efficient 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.
Aspect builds customer-company relationships through a combination of customer contact software and workforce optimization for the enterprise. For more information, visit www.aspect.com
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. Learn more at www.cisco.com/go/cc
Connect First Inc. was founded in 2004 and is a privately held company based in Boulder, Colorado. Geoff Mina and Richard Manulkin founded Connect First as a way to revolutionize the contact center industry around the primary mission of providing exceptional customer experiences. Those experiences are derived from a culture of integrity, passion, transparency and communication coupled with world-class, mature telecommunications software that is stable and effective. Today we have over 500 clients worldwide and boast a 97% customer retention rate and zero complaints three years in a row.
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. For more information: visit us on the Web: http://www.genesys.com/
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® Enterprise Intelligence Solutions™ is a leader in enterprise
workforce optimization software and services. Its solutions are designed
to assist organizations of all sizes in capturing customer
intelligence, uncovering business trends, discovering the root causes of
employee and customer behavior, and optimizing customer experiences.
From contact centers to remote office, branch and back-office
operations, its award-winning, next-generation Impact 360® Workforce
Optimization™ suite is the industry’s most unified solution
set—featuring quality monitoring and recording, workforce management,
interaction analytics (speech analytics, data analytics, text analytics
and customer feedback surveys), desktop and process analytics,
performance management, eLearning and coaching. Impact 360 helps improve
the entire service delivery network, powering the right decisions to
ensure service excellence and transform organizations into
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 www.virtualhold.com 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.