Automatic Call Distribution
The automatic call distribution feature operates in tandem with interactive response technology to sort the callers in your queue to the most appropriate representatives. This system is key to any call center or any business that expects a large volume of prospective clients. Automatic call distribution software identifies callers’ needs based on pre-determined criteria and sorts them as efficiently as possible.
For instance, callers from Spanish-speaking countries will be connected automatically to a Spanish-speaking service representative. By routing callers to the best available agent for their needs, the communication process between your prospective clients and your call center is effectively streamlined.
The software also records data and monitors calls for purposes of reporting and agent training.