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inContact's ACD Software Makes for a Profitable Customer Experience

By Amanda Ciccatelli, TMCnet Web Editor

Do you want to get your callers to the right agent or method of service they prefer more quickly and effectively?  inContact’s flexible ACD software can do just that by optimizing your customer interactions and providing an overall improved customer experience.

The skills-based ACD software quickly distributes the callers in queue to the agents with the appropriate skills to help them. The ACD can be configured to ensure your high value customers are given priority and are moved ahead in the queue. If wait times are too long, the ACD also has a call back feature that lets your customers wait for an agent without having to wait on the phone.

Compatible with a number of communications vehicles such as IVR, chat, email, fax, click-to-dial Web calls, and social media entries, the inContact ACD multi-channel routing gives your customers a choice in how they interact with you. No matter what channel your customers choose to use, the multi-channel ACD connects everyone in a unified queue.

Built with the user in mind, agents will find inContact’s ACD agent application easy to use and intuitive, while allowing all contact types to be handled through one interface. Also, inContact Central is the portal supervisors and administrators will use to find all the information they need to run a world-class contact center. This portal allows for easy management of agents, skills, inbound and outbound campaigns, dispositions, and point of contacts.

There are several benefits to inConact’s ACD software, which include:

• Call Routing Efficiency: Using the inContact ACD allows contact centers to ensure contacts are routed to the right agent with the right skill. This decreases the number of re-skills and transfers while increasing first call resolution and lowering costs.
• Customer Satisfaction: Through better routing, customers get in touch with the right person the first time they contact you which provides a better customer experience. Should your wait time increase, the customer can be presented with the option to reserve their spot in queue and be called back when it is their turn.
• Flexibility: The cloud-based delivery model allows you to make a distributed workforce and at-home agents appear as one large unified contact center. This flexibility also allows you to let your agents take calls at-home should there be an emergency or disaster.
• Scalability: inContact doesn’t confine you to the capacity of an expensive server you purchased. Instead, the ACD model allows you to scale up and down as your business needs change without a penalty.

While the ACD is about helping you create a differentiated customer experience, it’s also about making your life easier. Because inContact is a cloud-based contact center provider, it can help businesses with multiple call center locations or at home agents unify contact distribution all over the world.