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Go4customer Blog

How Inbound ACD Drives Business Operations


Inbound ACD (automatic call distribution) system is different from its traditional counterparts. This systemen compasses of an interaction engine which functions as a flexible and highly automatic interaction distributor through whichincoming SMS, fax, phone calls and e-mails are managed. Generally tech support team executives carry out the process. The system is an integral part of computer telephony integration (CTI) system.

Such a system comprises of hardware,terminals, switches, phone lines, and software which together manages a routing strategy. This is a rule-based instructions set for the ACD to handle system calls. Inside, it is an algorithm which determines best available employee which responds to any given incoming call. 

1. In order to make a match, additional data is solicited and/or reviewed. This might involve a caller ID or ANI which can be an IVR to ascertain detailsof a call. The process mostly involves certain teams which are allocated for the distribution of queues to enable interactions; this is called team based routing.

2. In order to make the process foolproof, agents in inbound call centersare assigned with skills that letinteractions to be handled in a highly sophisticated manner. This is called skills based routing. Sometimes, one team contains multiple agents with different skill setsspread across interaction channels. 

3. An intelligent interaction engine has the potential to investigate potential call value and match the same with the price of suitably skilled agents. This is termed as profit based routing. While the potential value might not be static, the process can evolve as per elapsed time and captured information through an IVR.

In order to stay in sync with service levels, an efficient ACD in an inbound call center defines various “overflow scenarios” (team/queue overflows). This leads to the redistribution of interactions between available agents on the basis of business based parameters or specific queues. Such routing mechanisms are highly sophisticated yet they are easily manageable.

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