Advanced or Automated Call Distributors

ACD is an incredible advantage utilized by VoIP call centers that can greatly enhance overall performance and productivity. Based on the caller’s responses, calls can be automatically routed to correct departments, where agents are trained in handling their calls. For telemarketers or sales, this means a significant decrease in customers who are angry, dissatisfied, or who feel frustrated with being given the “run around”. Customers can answer questions by pressing buttons on their phones, and be transferred to the appropriate department.

Interactive Voice Response

This is where the customer answers questions and is then routed to the appropriate agent who will handle their concerns. Many times, an agent isn’t even required for the customer to have their needs met satisfactorily. If you have ever made a phone call, then had your call routed by a “recording” you have just used Interactive Voice Response.

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