The Automatic Call Distribution (ACD) phone system seamlessly distributes calls to users or user groups. ACD features help deliver positive customer experiences by connecting calls to the best available agent through skills-based routing, case-owner routing, etc.
Click here to schedule a complimentary advisory call.
Automatic Call Distributor
Shorten wait times for better customer experiences.
- Quickly route to correct agent to address priorities
- Agents are assigned based on select criteria
Assign the right agent with intelligent, skills-based routing.
- ACD features used in conjunction with the Skill Tagger and Set SLA applets
- Agents with the right skill set are prioritized in the queue
ACD routes the customer to their preferred channel.
- Customers are more likely to answer on their preferred channel
- Seamlessly apply routing to voice, email, chat, social, and SMS
Conduct real-time training and monitoring.
- Managers can leverage in-call monitoring, call conferencing, call barging, and whisper coaching
- Easily report in real time or historically
Vonage partners with workforce management solutions to optimize your contact center resources by combining scheduling and forecasting. Add the Vonage contact center management system reporting—to help maximize both productivity and customer service levels.
Contact center quality management is equal parts success, coaching, and customer focus. And by streamlining the process in Salesforce, you can access the tools and insights to continually improve team performance.
Stop, look, and listen. You can drop into any inbound or outbound call in progress directly from your CRM. You can also go whisper mode to offer on-the-spot coaching. Even review and pause call recordings to identify key areas and further mentor your team.
The Vonage Contact Center can record all inbound and outbound calls, which are automatically logged as hyperlinks within your CRM (lead, account, opportunity, or case as applicable). This makes it easy to find any recorded conversation by simply clicking the recording link.
Choosing a solution isn't easy, that's where Adhesion comes in.
Do you have questions? Are you ready to get started?
The easiest way to get connected with us is to schedule a time that you already know is convenient for you, because let's face it, nobody likes the back and forth via email to find a time for a quick call or meeting. But if scheduling something on your own doesn't suit you then feel free to send us a message and we'll be in touch.
Someone from our team will be in touch soon!
Oops! Something went wrong while submitting the form.
Adhesion: the tendency of dissimilar particles
to cling to one another
Adhesion Tech was founded on the principle that while technology seems daunting and dissimilar to many organizations’ existing operations, through guided digital transformation, those operations will adhere to technology and become effortlessly streamlined.