ACD (Automatic Call Distributor) System
Route calls to best-suited agents for faster resolution with flexible and robust Ameyo’s ACD software
Trusted by 2000+ Brands across 60+ Countries
Memimpin dalam industri
Voice Solutions
Ameyo memimpin dalam industri voice solution. dengan solusi yang cocok untuk bisnis skala besar maupun kecil, Ameyo merupakan brand yang sudah terkenal di marketplace.
dilengkapi dengan firtur terbaru
Ameyo’s ACD dilengkapi dengan firtur terbaru seperti IVR, rekaman panggilan, pelacakan secara langsung, dan konfigurasi spesifik untuk bisnis.
Konsistensi
Kemampuan melacak
secara elastis merekam panggilan dan laporan untuk panggilan khusus dan metriks untuk dianalisa. Ameyo Automatic call distribution memungkinkan Anda untuk melacak seluruh metriks panggilan secara konsisten
Apa itu Automatic Call Distributor ?
Automatic Call Distributor (ACD) adalah sebuah perangkat lunak yang menerima panggilan dan meneruskannya ke agen yang sesuai, tim, atau IVR, berdasarkan pada aturan pendistribusian yang telah diatur sebelumnya. Ameyo’s Automatic Call Distribution software menyalurkan panggilan-panggilan kepada agen terlepas dari dimanapun lokasi mereka bekerja dan membantu Anda memberikan pengalaman pelanggan yang luar biasa
untuk penanganan panggilan yang mudah, ACD menyalurkan panggilan kepada agen berdasarkan jam kerja, lalu lintas panggilan, interaksi terdahulu pelanggan, perilaku transaksi, dan pilihan pelanggan, memastikan setiap penelepon mendapatkan pengalaman yang unik.
Sure Shot Benefits of Automatic Call Distributor
Increase Team Efficiency
With an automatic call distribution system, you can route each inbound call to the right agent by configuring the routing algorithm. You can utilize a range of algorithms to connect calls to the most suited agents for the customer query. Meet callers’ expectations by delivering an instant solution to their problems and increase FCR effortlessly.
Immediate Response to Callers
Deliver personalized customer experience based on customer’s preferences, past interactions, and IVR selections. Call Center ACD can transfer high-value customers to the most skilled agents to ensure that all your HNI customers are delivered with a personalized customer experience. Rapid response to priority callers helps your team resolve the issues faster.
Flawless Routing of Calls
Route the calls flawlessly from one campaign to another with the complete context using defined campaign level routing rules. When the caller lands in the wrong campaign, the agents can seamlessly transfer the call to the relevant department along with the call history, notes, and dispositions, to preserve the context and deliver an instant solution with phone routing software.
Resource Optimization
With an efficient routing algorithm, the agents can use their expertise to solve a caller’s problems rather than indulging in activities outside their scope. This will further reduce the average handling time as each agent will use their skills to resolve queries they are trained for.
Reduced Call Center Costs
Responding fast to a call by transferring it to the most appropriate agent will improve the first call resolution rate with automated call routing system. The customer can get his query resolved without transferring him to other agents or departments. This will reduce the time taken to answer a call and reduce the call center’s cost-per-call.
ingin mempelajari lebih lanjut mengenai
Ameyo's Voice Solution?
memilih beberapa tipe ACD
ACD call routing algorithms yang fleksibel
Automatic Call Distributor merupakan perangkat lunak yang langsung memberikan kebebasan kepada Anda untuk menentukan bagimana, kepada siapa, dan kemana anda ingin menyalurkan panggilan menggunakan ACD call routing. Menggunakan node flow designer yang kuat untuk penyimpanan, Ameyo call center solutions menawarkan fleksibilitas yang tinggi ketika menentukan call routing algorithms. anda dapat menentukan mekanisme penyaluran panggilan berdasarkan data CRM, IVR selection, jam kerja, dan kemampuan agen untuk mengoptimasi pengalaman dari tiap penelepon
Behavioral or Transaction-based Call Routing
jangan membuat pelanggan VIP anda menunggu lama di antrian. Persingkat IVR playback bersamaan dengan penyaluran panggilan mereka kepada agen yang sesuai dengan lebih cepat. tersedia hotline untuk dapat disambungkan secara langsung kepada agen dalam waktu yang singkat. demikian pula, Anda juga dapat memprioritaskan pelanggan-pelanggan tersebut dengan memastikan bahwa pelanggan yang bernilai tinggi akan dijawab terlebih dahulu dengan Automatic Call Distributor.
Behavioral or Transaction-based Call Routing
secara tangkas menghubungkan pelanggan-pelanggan dengan automatic call distributor software, berdasarkan pada transaksi terbaru maupun sejarah transaksi sebelumnya. pelanggan yang baru saja melakukan pembelian akan mendapatkan IVR yang berbeda dan dihubungkan pada antrian yang berbeda dibandingan dengan orang yang tidak sedang melakukan pembelian pada saat tersebut. yang mana pada nantinya, anda dapat menawarkan produk kepada orang tersebut.
Preferred Agent Routing
ACD menyalurkan panggilan dari pelanggan ke agen yang sama pada waktu yang dapat di konfigurasikan menggunakan call routing algorithms. jika agen sudah pernah terhubung dengan pelanggan sebelumnya, dan pelanggan tersebut melakukan panggilan kembali pada waktu tertentu, pilihan panggilan akan disalurkan ke agen yang sama mereka berinteraksi sebelumnya. agen yang sudah paham akan masalah yang dihadapi akan lebih cepat dalam penyelesaiannya
penyaluran panggilan darurat
pada saat terdapat masalah yang kritis, panggilan lain dapat dialihkan ke agen yang tersedia terlepas dari keahlian mereka atau transaksi/perilaku dari pelanggan. Hal ini sangat membantu pada saat dimana Anda tidak dapat membuat pelanggan menunggu karena tiap penundaan dapat memiliki konsekuensi yang signifikan, seperti pada contoh di sektor kesetahan dengan Automatic Call Distributor
See how BankBazaar reduced their customer handling time by 50%
Get Started with Ameyo’s
Automatic Call Distributor
Ameyo empowered Awash Bank with an end-to-end system
Ameyo empowered us with an end-to-end system that was easy to use. Furthermore, we were delighted with the capability of the solution to match to our specific business processes and enhance our customer experience
Yohannes Tsegaye
Director, Customer Experience Directorate | Awash Bank
Ameyo is a feature-rich solution with several integration capabilities
We have been using Ameyo to handle our calling operations and the journey has been really good so far. It is a feature-rich solution with several integration capabilities, which truly makes Ameyo our first-ever choice in contact center solutions space. What further aligns Ameyo with us is our shared vision of expanding in the Middle East region and I am sure Ameyo will help HalaSat in the mission.
AlHashem
Contact Center Manager
We are really pleased to use Ameyo’s service, especially the salient feature of VoiceBot
We are really pleased to use Ameyo’s service, especially the salient feature of VoiceBot which is enabling Human Line Conversation. Our customers interact with Ameyo’s VoiceBot by perceiving it as a Liveperson, so they respond in a similar way. Moreover, we can able to achieve a 40% cost saving on operational costs due to automated calls.
Thanks a lot for the Wonderful Product.
Special Thanks to the team for patiently handling our request & delivering beyond expectations.
Kumar Konar
Collection Head
Ameyo helped Gulf African Bank make their business more efficient and profitable by offering them unique solution
At GAB we have had the pleasure to use the system for about 2 years now. Overall, it has been able to meet the desired expectations that we had as well as improved our quality of service.
Phidelis Mwarenge
Contact Center Team Leader
Metro Edge Technologies increases its productivity by 60%
Ameyo’s Remote Contact Center Solution has helped us increase our productivity by 60%. It is a very effective solution that helps our agents
Kingsley Bennett
CEO
Khan Bank chooses Ameyo because of its highly efficient, flexible, and secure solution
The implementation scale was huge with lot of complexity. It was a major task for us to comply with security requirements and other business requirements. The project team worked effortlessly, satisfying all the requirements.
Bilegt Tumurkhuyag
CX Senior Specialist
Sankar Rao A.
Director - Products
Shivam M.
Sr Network Engineer
Ehab M.
Head of Electronic Banking
Mitesh S.
System Support Engineer
The Ameyo Advantage
Leader in Customer Experience & Contact Center Solutions
Honorable Mention in Gartner Magic Quadrant for 3 Years
Awarded Frost & Sullivan Asia Pacific CCI Leadership Award
Deloitte Technology Fast 500 ASIA PACIFIC, 2014
Take your Customer Experience to the Next level with
Ameyo's Customer Engagement Platform
Related Articles
First of all, let us understand what is Automatic Call Distribution? Automatic Call Distribution is the process of routing incoming ...
Imagine a day where you were facing some problems with your laptop. You call a service center to handle the issue. You want to speak...
Are you struggling to deliver seamless customer experience? Do your customers find it difficult to reach out to your best-skilled ag...
