Intelligently Distribute Calls with a Smart ACD System
Flexibility with Routing Algorithms
Make ACD your own by getting the complete freedom to decide how and whom do you want to route and where. With a powerful nodeflow designer to back it up - Ameyo offers extreme flexibility when it comes to defining the routing algorithms. You can decide the best routing mechanism based on CRM data, IVR selection, business hours and agent skills to optimize each caller’s experience.
Customer Persona - based Routing
Do not keep your VIP customers waiting for long in the queue. Shorten the IVR playback along with routing them to the appropriate agent faster. Provide them with a hotline to directly get connected to the agent in minimum time. Similarly, you can also prioritize within these customers to ensure that the high net worth customers are attended to first in case of high call volume.
Behavioral or Transaction Based Routing
Intelligently route the customers based on their recent transactions or behavioral history. So, the customer who has recently made a purchase will be played a different IVR and will be routed to a different queue as compared to someone who has not purchased recently. In case of latter, you can play some product offers.
Preferred Agent Routing
Route the customers to the same agent they talked to within the configurable time period. That is, if an agent was connected with a customer, and she/he calls again within the configurable time, the preference will be given to route the customer to the same agent they talked to earlier. The agent will already be well-informed about the issue and thus, take less time to resolve it.
In case of critical issues, throw the call to all and any available agent irrespective of their skill or transaction/behavior of the customer. This is particularly helpful in situations when you cannot afford to make the customer wait or when any delay can have major consequences like in the case of the healthcare sector.
Benefits of Automatic Call Distribution
- The ACD solution makes it easier to scale up your operations effortlessly and quickly, and with lesser infrastructure costs.
- Compatible with every communication channel and makes universal queue for voice, email, chat, social media and more!
- Skills-based dynamic routing directs calls based on the level of an agents’ expertise
- Automatically call back customers who don’t want to wait
- Seamless integration with third-party databases
- Smart Reporting & Insights — analyze productivity and performance via GUI web-based real-time call reports