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The automatic call distribution (ACD) capability within Aspect® Unified IP™ provides inbound contact center functionality to intelligently route callers to available agents based on the dialed number (DNIS), calling party identification (ANI), available agents, customer profile, service levels or user-defined business rules. The ACD also helps manage overflow routing and call re-routing based on queue statistics, abandoned call recuperation and multisite routing. Aspect Unified IP ACD functionality delivers: - Powerful unified skills-based, data-driven, and rules-based routing capabilities
- Comprehensive, unified, real-time and historical views
- Valuable real-time alerts
- IP and TDM in a single platform
- Ease of integration with other systems
Skills-based routing within Aspect Unified IP ACD functionality matches the most appropriate agent to each call; rules-based routing applies a single set of business rules across all contact channels; and specific agent recall delivers customers who are calling back to the same agent who handled the original contact. Intelligent network routing links multiple locations to leverage centralized, real-time statistics to enable automatic rerouting of calls from one site to another.
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