TCN’s Automatic Call Distribution (ACD) is a cloud-based software solution designed to enhance contact center efficiency by intelligently routing incoming calls to the most suitable agents. It supports both local and global operations, ensuring customers are connected with agents best equipped to address their needs.

Features

• Cloud-Based Infrastructure: Eliminates hardware, installation, energy, and maintenance costs.
• Queued Callback: Allows customers to receive a callback instead of waiting on hold.
• Custom Messages: Personalized messaging during call routing.
• Personalized Routing Strategies: Admin interface enables intuitive adjustments to routing scenarios.
• CRM Integration: Seamless integration with CRM systems for enhanced agent performance.
• Real-Time Data Access: Agents can view caller data instantly to tailor responses.
• Reporting Capabilities: Granular insights into agent performance and call volume trends.

Benefits

• Cost Efficiency: Reduces operational costs through cloud deployment.
• Time Efficiency: Minimizes customer wait times and agent idle time.
• Agent Optimization: Matches calls to agents based on skill, improving service quality.
• Customer Satisfaction: Enhances customer experience by connecting them with knowledgeable agents.
• Operational Flexibility: Easily adaptable routing strategies for different contact center needs.
• Improved Decision-Making: Advanced reporting tools support quick, data-driven decisions.