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Aavaz ACD (Automatic Call Distributor)

Aavaz uses ACD technology for intelligent routing across calls and channels, making sure you are using the best mechanism to route calls to agents based on contact history, agent availability, skills based queries.

You can customize each campaign the way your client wishes to run their logic easily and with very little effort with Aavaz’ cloud ACD.


What is an ACD system?

Aavaz ACD (Automatic Call Distributor)

Automated Call Distribution systems are used for distributing phone calls and other contact types to contact center agents and employees at a business. Typically, Automated Call Distribution software is used when there are high volumes of calls that require sophisticated routing rules to determine the most appropriate person to handle each call.

As an increasing number of interactions processed by contact centers originate from channels such as email, chat and web collaboration, the scope of ACD solutions now extends well beyond phone calls. This unified routing of different contact types within a single platform is often referred to as Universal Queue or Multichannel Routing in the contact center industry.

While traditional Automated Call Distribution software is deployed on-premise at a company’s office location(s), hosted or cloud software is also available and is gaining wider adoption.

Key features of Aavaz ACD:

  • Skills Based Routing
  • Real Time Active Blending
  • Queue Callback Routing
  • Distribution Algorithms
  • Data Driven Routing
  • Web Callback Routing
  • Conditional Routing
  • Customer Segmentation Routing
  • Last Agent Routing
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