Always connects you to the right help in least time
Automatic Call Distributor (ACD) application is available as a standard offering on the C-Zentrix Customer Engagement Platform. ACD is the brain of the solution and makes all the decisions regarding call routing and call control. C-Zentrix’s ACD is one of the most robust call controllers which provides seamless control on each and every call whether originating from a VoIP network or a TDM network.
The advanced skill based routing mechanism ensure that C-Zentrix always connects the caller to the customer support executive who can best handle his queries or has a prior working relation with him. This personalizes the experience of calling in a C-Zentrix driven customer engagement center.
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Multiple skills (up to 40 different skills) can be set for a tele caller in inbound or outbound including predictive dialer or blended mode. Skills can be languages, product expertise, etc.
Skills can be prioritized as per the tele caller’s expertise.For example when two tele callers with English speaking skills are free to take calls then the ACD will always connect the call to a tele caller with higher English speaking skill which signifies agent's better command over the language.
Custom queue time out and queue messages can be updated by the administrator of the system.
Multiple queues support on a single ACD. Administrator can create multiple campaigns or queues as per his business requirement and agents can login to a single queue or multiple queues at the same time as per the need. Calls landing in a particular queue only get connected to particular agents who are part of that queue or campaign
Queue position and queue time announcement
Administrator can fix certain SLAs by themselves.For example queue wait time of not more than 15 seconds. In case a customer has to wait beyond 15 seconds then his call will be disconnected with a message and a commitment for an auto call back in a certain fixed time. The number will be pushed to the auto dialer of C-Zentrix which will automatically dial the number and connect to the tele caller with the relevant skill.
- Skill based routing
- Roaming agents
- Prioritization of skills
- Queue message
- Queue time out settings
- Call distribution settings like FIFO, LIFO, etc. in case when no skills has been defined
- Queue announcements (time to wait and position)
- Custom MOH (Music On Hold) for each queue
- Call transfer facility
- Screen transfer facility
- Real time and historical reporting for each call in the queue
- Live barge in of calls including auto barge in facility
- Whispering of the caller id to the tele caller before connecting the calls
- Live barge in to the calls with auto barge in facility
- Call transfer as well as screen transfer is available
- Roaming agents: Agents can login to the ACD from any workstation
- Auto call back on abandon calls in the ACD
- Auto SMS and email push in case of any call based trigger