ACD Smart Routing

ACD (Automatic Call Distribution) software routes incoming calls to agents based on availability, skills, and priority to ensure efficient and effective handling.

Smart Routing, an advanced ACD capability, uses algorithms to analyze real-time data and dynamically assign calls to the most qualified available agent considering factors like volume, wait time, and skill level.

This allows prioritizing high-value customer inquiries and balancing workloads across agents for optimal efficiency.