ACD - Automatic Call Distribution
Ensure digital and voice interactions are routed to qualified agents using sophisticated automatic contact distribution (ACD)
CXone Automatic Call Distribution (ACD) is a skills-based omnichannel routing engine that intelligently connects customers to the best resource. Our ACD software provides a universal queue for 30+ channels, all with a consolidated omnichannel agent desktop with customer context. It boosts efficiency by empowering agents to handle multiple interactions concurrently and the ACD increases customer satisfaction by adding channels to personalized interactions and uses AI-powered bots and self-service to automate routine tasks. CXone ACD leverages analytics and artificial intelligence for smarter routing. It enables elevation across channels – including from AI Bots – and makes it easy to create and maintain omnichannel routing using a centralized, visual and intuitive ACD workflow design tool.
Optimize best agent match based on skills and AI-powered behavioral profiles
Automatic Call Distribution Features
- Collect customer data with an integrated chat bot and Artificial Intelligence, as well as a Voice Portal with Speech Recognition and Text-to-Speech
- Easily pass data between bot or IVR and ACD
- Advanced computer telephony integration (CTI) and CRM integrations provides agents with customer data to personalize interactions
- Handle digital and voice interactions in one consolidated interface
- Consolidate customer data, sentiment and interaction history to personalize contact handling
- Increase agent productivity by routing multiple digital contacts to an agent for concurrent handling
- Enable agents to better self-manage based on real-time queue information
- Use customer data and sentiment, as well as predictive behavioral routing for advanced skills-based and data-directed omnichannel routing.
- Universal queue for inbound and outbound voice, callback, voicemail, email, chat, text/SMS, social media and Work Items.
- Implement channels such as cases, paper mail or even fax if needed
- Simplify creating routing flows with pre-defined components and a drag-and-drop interface for all channels
- Put your contact center on “auto-pilot” using business rules based on real-time ACD and workforce optimization (WFO) statistics
- Activate alternate routing flows with just a mouse-click