<img height="1" width="1" src="https://www.facebook.com/tr?id=200214194048486&amp;ev=PageView &amp;noscript=1">

Ameyo Callversations

Why Omnichannel Customer Experience is the key to an Inbound Call Center Software?

Life is all about experiences. We humans are emotional beings and these experiences that we go through determine the level of trust and confidence we place in people, places, products and services. Talking about “Services” , it's a bit different than the other variables.

You know why? Because we expect it to be good and it's not just the one time, but as customers - we seek consistency. A remarkable customer experience in not a one time job, it’s true value lies in an exquisite, consistent customer experience.

Topics: Call Center Agents Omnichannel Agent Routing Inbound Call Center

7 Proven Benefits of Automatic Call Distribution

First of all, let us understand what is Automatic Call Distribution?

Automatic Call Distribution is the process of routing incoming calls to the most suitable agent who can answer the caller’s need appropriately. It is practiced through a ACD (Automatic Call Distributor) system that distributes call based on pre-defined rules including skill-based call routing, First-In-First-Out, and priority. In addition, it comes pre-integrated with a CTI and an IVR that provides the options of self-service and helps in reaching the appropriate department directly.

Topics: Call Center Software call routing strategies Agent Routing call center solution