Intelligent ACD (Automatic Call Distribution)

The ACD program basically processes the incoming calls by the principle the first called the first answered. In its turn, Intelligent ACD works slightly different and allows directing calls depending on the caller’s identification, dialed number, the time of a day and other users’ parameters, available in IVR (Interactive Voice Response). Some of programs are able to recognize the caller by the voice.

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Presence

The system allows managing traditional voice and IP channels. It provides a full control of the communication process between the contact centre and the client as well as allowing processing incoming and outgoing calls made by the same agents.

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