Vindaloo Softtech Pvt. Ltd.

  When managing a contact center or handling the customer service department, you are not unknown to the sheer volume of calls coming in and going out in a single instance. As soon as an agent completes a call, the next call in waiting is automatically routed to them, and this is all thanks to the automatic call distribution mechanism. The primary purpose of an automatic call distributor is to route incoming calls to contact center agents or employees with specific skills. However, contact center owners and admins can make necessary changes to the distribution logic to increase the call processing efficiency of their teams. Here is everything you need to know about Automatic Call Distribution. How does Automatic Call Distribution Work? The Automatic Call Distribution is designed to eliminate unnecessary call transfers, prevent extended customer hold times, and increase first-call resolution rates by automatically connecting customers to the agent most qualified to assist them...