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Automated call distribution systems are one of the most common forms of technology used within CCaaS environments. In 2021, ACD systems shared 22% of the CCaaS market revenue share—a significant portion of the market.
With these automated systems offering increased productivity, simplifying workforce management, and enabling voicemail - among others -, they are quickly becoming one of the most versatile and impactful features for improving CX delivery in CCaaS operations.
Here is how ACD systems contribute to improving customer experience and satisfaction.
A properly set up automated system for call distribution can contribute to improved customer experience and satisfaction in various ways. Here are some notable examples:
Setting up an automated call distribution system takes time, resources, and expertise.
A CCaaS configuration platform can streamline this process by enabling efficient configuration management, real-time insights, data-driven decision-making, and compliance with standards and regulations.
This is precisely what Blackchair Symphony provides.
Optimize and simplify CCaaS configuration operations with Blackchair Symphony’s auditing and automation capabilities.
It is an automation technology that enables you to route the calls your contact center receives to predetermined agents or departments so that their queries can be resolved quickly and efficiently.
IVR is the customer side of things, where the caller gets an array of options to choose from when contacting a business. ACD is the backend tool that routes callers to the relevant agent or department.
First things first, you should configure the ACD system by identifying the callers and their potential needs, and the best-suited agent or department to address them. Then, you can route the call to the appropriate agent/department, integrate it with other features, and test, monitor, and optimize as needed.
Blackchair Symphony is among the foremost cloud contact center management solutions to facilitate a more productive, efficient, and transparent CCaaS operating environment through its configuration auditing and automation capabilities. Elevate your CCaaS operations with Blackchair Symphony.