ACD – Automatic Call Distributor
Kunnect’s ACD is an Intelligent call queuing capability that utilizes business
information to deliver personalized call treatment and to support effective routing decisions. See what it has to offer:
- A powerful business rules and skills-based call routing
engine that ensures contacts are delivered to the most appropriate resource.
- Comprehensive real-time and historical management and
reporting tools that make performance and results visible across the enterprise
- When queue times are long or a particular agent is unavailable, callers can leave voicemail for subsequent follow-up.
- While callers are in queue, hold music and in-queue announcements can provide estimated wait time and help reduce abandoned calls.
- When distributing calls to agents, Kunnect can prioritize available agents based on longest wait time.
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